It may be time to consider outsourcing to a call center for help desk support if tech issues have been slowing you, your employees, and your clients down. And considering 92% of American households own at least one type of computer, tech problems are certainly not hard to find. Read on to find out how a help desk may be beneficial for you.
Who needs help desk support?
Help desk support can benefit a wide variety of businesses and organizations. Help desk support is available for your clients, employees, or both. They typically handle basic computer issues, general troubleshooting, account issues, and other similar tech problems you, your employees, and your clients may experience on a day-to-day basis.
Help desks exist in almost any industry. Some examples of common industries that may utilize help desk support are:
- Educational facilities
- Large employers
- Software companies
However, help desk services are customizable to fit any employer, industry, and business depending on need.
What levels of support are frequently offered?
In most help desk settings, there are four tiers of support that are available:
- Tier 0
- Some help desks offer “tier 0” support that is self-service. This is usually available over chat or text, and provides assistance with common problems that the user can resolve with some basic instructions. Chat bots, knowledge articles, and password reset links are just a few of the options considered “tier 0” support.
- Tier 1
- This is the most basic level of agent-based help desk support. Tier 1 support provides support for simple problems such as password resets. Tier 1 agents also have the ability to enter support tickets that can get escalated to in-house technicians for further assistance or in-person repairs. Although tier 1 support can use dedicated agents, these calls can typically work well in a shared agent environment.
- Tier 2
- At the mid-level, tier 2 support can handle all tier 1 issues but have the ability to handle more complex issues as well. This often requires more involved agent training depending on the needs of the client. Tier 2 agents also have the ability to enter support tickets that can get escalated to in-house technicians for further assistance or in-person repairs. Tier 2 works in either a shared or dedicated agent environment depending on the client’s needs and budget.
- Tier 3
- Tier 3 is the most advanced level of agent help desk support. This tier typically has only dedicated agents who are trained to support clients for one specific company or organization. These agents can solve more complex issues and provide more detailed support services than other tiers. As with tiers 1 and 2, tier 3 help desks have the ability to enter tickets and escalate issues to any of the company’s in-house support technicians who can provide in-person support and repairs. Tier 3 support generally requires dedicated agents who are trained extensively to handle calls from the client.
What platforms support help desk support?
Help desk support is often available over multiple channels depending on the level of support needed. Tier 0 and 1 have the most flexibility in omni-channel support because of the simplicity of the issues and ability to escalate through a ticketing system. Tiers 2 and 3 can utilize channels such as email and chat depending on the situation, but do better in a phone environment due to the complexity of calls. However, these services can be customized to work best for you and your business’ needs.
3 Benefits of help desk support
- 24/7 support
- Unfortunately, tech problems are never just limited to business hours. Help desk services are available with flexible hours to support you whenever issues may arise.
- Weekend, holiday, and overnight options help your business run smoothly and keep your customers and employees happy.
- Affordable options
- Whether you are on a tight budget or have lots to spend, help desk services are available to fit your budget. Can’t afford dedicated support? Shared agent options are available to assist you for a lower price. Need 24/7 support? Hours can be customized to fit your time and budget needs.
- Multiple agent environments
- Depending on the needs of your business, you can choose to have shared or dedicated agent support. Shared agents are generally assigned to multiple businesses and receive training in customer support and generic technical services, typically for a lower cost. Dedicated agents are assigned solely to your business and receive training on handling more complex calls that may be specific to your clients/industry. They typically come at a higher price than shared agents due to the specificity of their roles.
For Tiers 0-2, AnswerNet’s Got You!
Now that you know a little more about help desks, you may be wondering how to take the next step. AnswerNet specializes in tier 0, 1, and 2 help desk support in shared and dedicated agent environments. Our services provide 24/7 coverage and customer support for any business that can benefit from a help desk environment. For more information and to request a quote, please visit our help desk page.