Helpdesk Support

Does Your Staff Receive the Helpdesk Support it needs?

Industry metrics show that the average professional employee utilizing a computer for their job requires 20 minutes of IT support per month. What this means is that if your business does not have reliable helpdesk support available, you are losing efficiency every day.

Solving Inefficiency

With helpdesk support, staff are able to receive assistance when they need it most allowing business to increase efficiency and run smoothly.

  • Helpdesk support diminishes the excessive amount of time resolving an IT support problem.
  • Staff will often involve a senior member, executive, or owner of the company on a helpdesk issue, as these members of the company are often the most technically astute, which compounds inefficiency with the staff member and senior member both spending valuable time resolving an IT support issue.
  • Without helpdesk support, some staff may simply work around an issue which consequently may never be resolved. This over time will compound inefficiency and limit company work flow.
  • With helpdesk support businesses keep small issues from escalating saving company resources.

Proactive IT Support

With a proactive approach to helpdesk support, issues can be resolved before they even occur.

  • Helpdesk members are proactively monitoring issues with monitoring software and often may be working an issue in the background before the user is even aware.
  • When issues do occur or when staff needs help answering a question, our helpdesk is available by telephone, email, system tray icon, and online chat to be quickly resolved.
  • Staff gain confidence in utilizing the helpdesk over time as this becomes the most efficient method to obtain help when necessary.
  • With our helpdesk approach, issues are proactively mitigated ahead of time when possible and staff are provided with the tools to ensure an efficient work environment every day.

Remote Hands On

Our helpdesk team is situated to provide efficient IT services through our remote hands on tools. This provides your staff with efficient helpdesk services without any extra steps or extra time.

  • Our monitoring software has industry leading screen shadowing software included. This provides our helpdesk with a one step process to connect to your desktops.
  • Our software does not require the hassle of visiting a website, entering a session key, installing software, etc. before we can provide remote shadowing helpdesk services.
  • When our technicians have your contact information open in our helpdesk portal, we simply click one button to start a session with the desktop within seconds.
  • Our technicians cannot see your desktops without consent. While the above process is extremely streamlined, consent is always required to view local staff desktops.

Initiating IT Services

At Need Computer Help, we pride ourselves on the flexible methods for you and your staff to initiate and receive crucial IT services. With our Professional Services Automation (PSA) software, we keep the process simple and straight forward for receiving IT services.

  • Staff may initiate an IT service request by telephone.(to connect with live technical support staff. We never utilize an auto attendant as a front line of support.
  • A simple email request may be submitted for less urgent issues which will automatically request by telephone to initiate a support request ticket in our helpdesk system and assign a technician to work with you.
  • Our monitoring software has a simple click and send feature to submit a ticket automatically and even include a screen shot of your question or issue.
  • Online chat is a convenient method to receive immediate support directly from technicians without tying yourself up on the telephone.

Solving Inefficiency

With helpdesk support, staff are able to receive assistance when they need it most allowing business to increase efficiency and run smoothly.

  • Helpdesk support diminishes the excessive amount of time resolving an IT support problem.
  • Staff will often involve a senior member, executive, or owner of the company on a helpdesk issue, as these members of the company are often the most technically astute, which compounds inefficiency with the staff member and senior member both spending valuable time resolving an IT support issue.
  • Without helpdesk support, some staff may simply work around an issue which consequently may never be resolved. This over time will compound inefficiency and limit company work flow.
  • With helpdesk support businesses keep small issues from escalating saving company resources.

Proactive IT Support

With a proactive approach to helpdesk support, issues can be resolved before they even occur.

  • Helpdesk members are proactively monitoring issues with monitoring software and often may be working an issue in the background before the user is even aware.
  • When issues do occur or when staff needs help answering a question, our helpdesk is available by telephone, email, system tray icon, and online chat to be quickly resolved.
  • Staff gain confidence in utilizing the helpdesk over time as this becomes the most efficient method to obtain help when necessary.
  • With our helpdesk approach, issues are proactively mitigated ahead of time when possible and staff are provided with the tools to ensure an efficient work environment every day.

Remote Hands On

Our helpdesk team is situated to provide efficient IT services through our remote hands on tools. This provides your staff with efficient helpdesk services without any extra steps or extra time.

  • Our monitoring software has industry leading screen shadowing software included. This provides our helpdesk with a one step process to connect to your desktops.
  • Our software does not require the hassle of visiting a website, entering a session key, installing software, etc. before we can provide remote shadowing helpdesk services.
  • When our technicians have your contact information open in our helpdesk portal, we simply click one button to start a session with the desktop within seconds.
  • Our technicians cannot see your desktops without consent. While the above process is extremely streamlined, consent is always required to view local staff desktops.

Initiating IT Services

At Need Computer Helpwe pride ourselves on the flexible methods for you and your staff to initiate and receive crucial IT services. With our Professional Services Automation (PSA) software, we keep the process simple and straight forward for receiving IT services.

  • Staff may initiate an IT service request by telephone.(to connect with live technical support staff. We never utilize an auto attendant as a front line of support.
  • A simple email request may be submitted for less urgent issues which will automatically initiate a support request ticket in our helpdesk system and assign a technician to work with you.
  • Our monitoring software has a simple click and send feature to submit a ticket automatically and even include a screen shot of your question or issue.
  • Online chat is a convenient method to receive immediate support directly from technicians without tying yourself up on the telephone.