IT Helpdesk – Professional Solutions

An IT helpdesk, as the name suggests, is a service that provides assistance to users when problems arise with computer hardware and IT software. It is worth distinguishing between two scopes of support for users of provided solutions. The first is external helpdesk, which involves handling service requests submitted by customers. The second is internal helpdesk, meaning support for users of tools within a single organizational unit — most often the employees of a company.

ServiceDesk software for IT enables efficient handling of both areas — requests from external customers and those from the company’s internal team. You can choose a cloud-based helpdesk, an innovative approach to managing service requests. Combined with CMDB software, it allows for better, faster, and more efficient company management. Selecting professional solutions as part of ServiceDesk support is extremely important. Learn why using the right helpdesk tools is so crucial.

Why Is the Helpdesk So Important?

The task of the helpdesk is to resolve any technical issues that negatively affect the proper functioning of the IT system and the company’s performance. Its role is also to restore correct operation of devices and applications.

Helpdesk online software tools can be used for a wide variety of tasks. The main objective of ServiceDesk software is to maintain a reliable IT infrastructure in your company. An IT helpdesk can be used for:

• receiving and handling service requests on-site (local helpdesk) or remotely (cloud helpdesk),
• classifying requests and assigning them to the appropriate personnel,
• searching for optimal IT solutions,
• collecting data about issues and creating analyses based on them,
• repairing occurring issues — this is the main task of ServiceDesk support.

Professional helpdesk tools allow the service to be tailored to the needs of a given unit. With ServiceDesk IT, response to irregularities can be faster and more efficient, and troubleshooting becomes significantly smoother. As a result, the performance of the entire company improves. A good IT helpdesk minimizes downtime, and each employee can use necessary tools as needed.

ServiceDesk Software – What Should a Good Tool Look Like?

A helpdesk online software tool must be selected based on the specifics of the organization. This is essential to ensure that ServiceDesk for IT is genuinely useful to employees or customers — depending on which solution is being implemented. It is also worth considering whether a local or remote tool (cloud helpdesk) will be more suitable. The latter is increasingly chosen and can be integrated with OXARI Asset Management to utilize its full potential and further improve problem resolution.

Selecting a helpdesk tool is extremely important and should never be done without preparation and diagnosing the needs of the organization. The characteristics of a well-implemented ServiceDesk program include:

• fast diagnostics of errors and issues,
• access to technologically advanced repair tools,
• availability of a self-service portal,
• access to helpdesk tools that support efficient communication between employees,
• the ability to create reports based on collected data.

See exactly how it works.

OXARI ServiceDesk Software – How Does It Work?

Helpdesk systems are used in companies with various business profiles. These tools can be tailored to specific needs, making them suitable for both small and large organizations. ServiceDesk IT enables handling both external requests — those coming from customers (service provider <-> its clients) — and internal requests (IT department <-> user).

ServiceDesk software for IT provided by OXARI allows registering incident-type service requests in the form of a convenient ticket. A service request is then created, covering the full process of handling the event. The helpdesk system enables:

• assigning a person responsible for delivering the service,
• forwarding the request to the selected support tier,
• changing the status and priority,
• sending email notifications.

An important functionality of ServiceDesk IT is the ability to design a user-friendly interface for the end user. The configuration options are extensive, allowing the tool to be precisely adapted to specific needs. The main advantage of OXARI helpdesk systems is their flexibility, which allows managing tickets and service requests in an intuitive way and fully tailored to requirements.

Cloud-Based or Local Helpdesk?

This is an important question to consider before implementing ServiceDesk IT software. A cloud-based helpdesk allows for remote handling of service requests, giving it a broader range of functionalities compared to local systems. It is increasingly chosen because it improves communication and does not require helpdesk activities to be performed in a specific location.

Such a service is performed based on collected documentation and according to defined conditions. It is not a solution only for large companies. Remote ServiceDesk IT is used by organizations of various sizes and operational scopes.