When you integrate new software
solutions for your help desk it is important to make sure the software provides
computer support and network support. You need to be sure that the software
meets all of your needs.
Software for computer support should
provide options related to the software you use throughout the company. It
should include the operating systems too. When a ticket is created through the
help desk system the support team should be able to select the different types
of software that they need to open a ticket about. In addition, you might have
certain people throughout the company that are experts on different software
packages. These should be assignable through the software and provide
notifications to these people also.
Computer support also includes
hardware issues that might be causing problems for employees. This list
includes but is not limited to computers, monitors, printers, fax machines,
keyboards, mice, phones, and more.
Network support is also important
for software you integrate with your help desk. Network support is often
regarded as more important because when network issues occur they often take
out more than just one user. It is important for trouble tickets to be able to
be created that include issues like routers, switches, servers, phone lines,
data lines, and more.
When software is used through a help
desk to create trouble tickets for computer support and network support, they
are often prioritized by the amount of users that are affected. If there is a
work around the issue is not considered an emergency and the IT support may
have a week timeframe to fix it.
The software should have everything
integrated within it so trouble tickets can be created properly for computers
or networks. These tickets will be what the technicians work off of in order to
help the internal and external employees.
