Organizations that have in-house IT departments face the challenge of making that service cost-effective. A core principle of IT governance is that support services should pay for themselves, but it’s very easy for the IT needs of a growing company to spiral out of control. With that in mind, let’s consider how remote support software can help avoid that problem by increasing productivity and reducing costs.
Less Travel TimeAs the IT needs of an organization grow, so does travel time, and this refers to vehicle travel but also the time it takes for an IT professional to walk to the office that needs help within the same building. In either case, this is wasted time, and helpdesk software can help eliminate it by letting the IT professional provide most support from his or her own desk.
In this manner, helpdesk software reduces the need for manpower as well. The IT professional who can provide support via remote support software may be able to do the work of three, five or even more IT support specialists who have to travel to provide that help. This means that you can focus on staffing the best IT support professionals possible and even paying them more in order to ensure high retention.
Help Available Within Seconds
The employees and vendors who need assistance now get it as soon as possible thanks to the immediacy of helpdesk software. Without software, these people have to wait, and that means being unproductive or at least shifting focus to work that they wouldn’t otherwise prioritize.
Another challenge that growing businesses face is providing support to employees when they need it. A small organization can’t likely afford IT staff late on a Friday night just in case someone needs it, but when that case arises, not having that support will result in loss of productivity. With remote support software, a common solution IT departments use to combat this problem is having on-call staff that can provide the needed support from their homes or other locations.
Software can also be used to identify trends. Consider a similar UI problem that continues to crop up across a range of employees. In some cases, it may be mean that a change to the UI can solve the problem. In other cases, the IT team can create automated solutions, canned responses and so forth that let them handle common problems with minimum expenditure of time and other resources.