How to Escape Your Entry-Level IT Role

Now it’s time to go one step further and create your list of essential features and “nice to have” features. Ask your customer service team to write down all the customer service tasks they can think of, and sort them into two buckets.

It provides a self-service experience that can improve customer satisfaction and reduce support requests. Moreover, with the exponential adoption of mobile devices, there will be a need for more Service Desk Engineers to provide support services. To save money and time, companies are now looking to hire people who understand the full stack of networking technologies, also known as full-stack network engineers. Teams looking for more of an IT service management solution might also want to consider Jira Service Management. As a PinkVERIFY certified software, it provides you with tools to manage service requests, change management, and incidents in one platform.

Collaborate with your teammates

When you’re deep into help desk comparison shopping, it’s easy to forget why you’re picking a help desk at all. You don’t need to find the “best help desk software” because there is no best choice for everyone. The right help desk for you is the one that allows your team to serve your customers most effectively and consistently. Two of help desk engineer the biggest benefits of using a help desk tool are the capabilities to collaborate with others and to streamline work. Access to those tools helps reduce the burden on agents, giving them more time to focus on the people they’re supporting. You’re also able to automate a number of manual tasks to free up time for your IT professionals.

This can include setting standards for document structure and content, and regularly reviewing documentation to ensure its timeliness and accuracy. Forums involve customers and users in the collaboration process — a vital element of DevOps and Agile development paradigms. On forums, users can ask questions, make suggestions, share information and contribute ideas. Documents encompass a broad range of content, including guides, references and examples. Guides typically describe setup and use, while references provide language or interface details, such as API documentation. DevOps teams can use automated tools to generate documentation.

What kind of person are you?

However, some teams prefer to communicate from personal email addresses but still want the functionality of help desk software. Along with those, they also offer some more advanced AI-based solutions for chatbots and autoresponders (though those are only included on their higher-cost plans). The live chat function has online and offline options to help customers find the answers they need when and where they need them. Help Scout’s shared inboxes include collaboration tools like @mentions and private notes to ask others for help or to add more context to a customer conversation. The help desk software generates themed reports that enable you to verify your team’s performance and improve your customer service strategy. Browse campus & online degrees, vocational certificates and self-paced courses matching the help desk technician education requirements and career path.

I have already mentioned the free Freshdesk plan, which offers a perfect introduction to the software and the world of help desks. If you’d like to try Help Scout before purchasing, a free 15-day trial is available on all plans. Help Scout also has mobile apps that allow service personnel to receive notifications and address issues while away from their desks. Please note that the more advanced features only come with the higher-priced plans.