Internet technology issues can severely curtail office productivity, whether employees work from home or commute to the office daily. If you work in the IT sector as a part of local support staff, you probably understand that while some problems might have a simple fix, others can cause hours of downtime as workers wait for your team to process their work ticket. Mobile help desk applications can help you reduce wait time and offer a variety of other benefits that could make your team more efficient.
1. View Work Tickets On the Go
One issue that may slow down your IT team is the addition of work tickets that cannot be viewed until you return to the office. When tickets pile up and you are on another job, companies that are facing IT problems must face downtime until you return from other jobs. A mobile app may allow you to keep the workflow steady and move from job to job without having to return to your desk to view tickets.
2. Customer Self-Service Portals
Answering customer service calls and attempting to solve common IT problems over the phone can disrupt other jobs and slow your productivity. Using mobile software that allows your client to log in and find answers to some frequently asked questions may help you complete jobs with fewer interruptions. You can also offer your clients the option to track their work tickets and repair history so they might spot error patterns that need a long-term fix. This can eliminate the need for repeated visits to address the same problem.
3. Increased Customer Satisfaction
When your IT customers can contact a virtual help desk, access a user portal, and create work tickets that can result in a faster turnaround, you may find that your customer satisfaction rating increases. This may be an important factor in your team’s reputation, as social media gives your clients the opportunity to rate you in a public forum. The better your reputation, the more customers you might gain.
4. User-Wide Ticket Submission
Some IT teams require their users to submit work tickets through systems that may be complicated to use or log into, which may make the whole of the job take longer than usual. This can be especially frustrating for those who are not used to using multi-step systems to request IT support. Giving your customers a one-step email process to submit tickets can help ensure that anyone who requires help can request a work order that reaches your team quickly.
5. Software for the Entire Team
Mobile IT software can benefit your team as well as your clients. Some software packages include solutions for managers, remote technicians, and training services for new team members. These features can help your team become more cohesive and give you a solutions forum at all levels.
Having access to a variety of software solutions may also improve team communication, no matter a member’s level. For example, if a manager needs to send out a message to a particular sector of the team, the customizable software may allow him or her to do so in a way that is faster and more efficient than an email.
6. Less Travel
As an IT team member, travel is likely a major factor in your daily job. You may even find yourself traveling from job to your home base several times a day to pick up and process new repair tickets. These extra steps can eat up a portion of your workday and cause a longer wait time for your clients. Using a mobile app may help you access incoming tickets as you travel, which can eliminate the need for additional stops at your office, as well as saving you gas money and the frustration of driving in heavy traffic.
7. Agent Support
Proper communication with your team can mean the difference between increased productivity and daily frustration as you all attempt to coordinate and process support ticket requests. This can be especially challenging if your team works at a large or sprawling facility, such as a large college campus. Mobile software can help each member of your team stay in touch with the other as jobs are completed throughout the area, which can increase productivity and reduce frustration for your team agents.
8. Customisable Features
Some mobile help desk features can be customized to best suit the way you and your team communicate and share the work as support tickets come in. As you adjust and set preferences that work best with your workflow and team, the easier it can be to manage your daily tasks. This can be especially useful for large teams working at multiple locations within one area, such as a city.
Working as an IT support team member can be an interesting yet challenging job. Making the decision to work with mobile support software can boost your ability to serve clients with more efficiency and streamline communication with your team for a more improved experience overall.