It’s Time To Re Evaluate Your Help Desk Software.

Submitted by: John R. Wall

Help desk software is available in several styles. An intranet stand alone internal package, web based software that keeps things in the cloud as well as a hybrid utilizing internal and external assets to deal with client or stake-holder needs.

Patterns will continue to push toward internet based helpdesk software and away from standard do-it-yourself solutions. The internet based tools may help automate your processes, minimize complaints and errors, and assist with keeping track of assets and licenses in addition to making “to do” lists and resources.

Help desk software isn t a static application. Good software packages will routinely checck systems and servers to provide key data on performance efficiency and effectiveness. Most helpdesk software support also will let you control particular machines and also work stations remotely to simplify monitoring, updates and trouble shooting.

SysAid, from SysAid Technologies, is one option that’s gained recognition within the internet help desk industry in recent years. SysAid is a set of net based tools that can help you handle a variety of IT and trouble ticket challenges. One of the secrets of their product is the ability to automate many manager responsibilities making your job much easier and allowing you to be quicker to respond. Many reviewers and customers of SysAid help desk software compliment the company s web interface. The software is fairly intuitive and permits strong metrics. SysAid helpdesk software offers a limited no-cost helpdesk solution that may be of interested to a lot of smaller firms as well. With only a minimal knowledge of programming, it should be pretty easy to this helpdesk application installed and setup.

Another fascinating provider in the help desk software space is Kayako. Although this internet housed package offers many similar pc and internet solutions to SysAid, Kayako also offers an automatic installer that will have the helpdesk software running on just about any server after a directed installation process. Kayako reviewers often rave about the chat service made available from the Kayako. The company features SupportSuite, eSupport and LiveResponse within 3 levels of pricing and license charges.

One interesting feature offered from many of these companies in both their no charge helpdesk software and subscription/pay services is assistance in a variety of languages. SysAid, as an example, has helpdesk softare built in a variety of languages common throughout the U.S. and Europe. The mix is the perfect variety of languages for the international company with a European concentration.

Other companies include Asian ‘languages’ with their helpdesk support. There are a number of companies that offer software with customizable language dictionaries and regionally focused programs. Depending on where your work-force and customer base is located, you may want to choose a different help desk software package. Make sure the one you choose also matches your future growth plans.

Virtually every IT helpdesk program will also provide a feature that is sometimes forgotten. Licensing compliance for your software. It’s every company s responsibility to make sure that they purchase the necessary licenses for the software placed on their computers. The risk is great.

In 2008, for example, the conglomerate Sony BMG caught the eye of investigators who identified that nearly 47% of the software titles on Sony s individual PCs, Macs and servers were not compliant. This is a company that had been at the forefront in legal battles working to stop unlicensed use of its content. This investigation was costly for Sony, but more importantly, Sony BMG was subject to unwanted publicity that could could have been averted. With a well designed strategy utilizing IT helpdesk software they could have created reports decreasing the business’ risks.

About the Author: John Wall is the creator of

HelpDeskGuides.com

. Wall has been working in the technology field for over 20 years. His unique perspective challenges old ideas and shows ways that IT can be part of the revenue line of your business.

helpdeskguides.com

Source:

isnare.com

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