How Does IT Service Desk Software Help with Employee Support

The IT support team is almost always working, trying to identify and troubleshoot various problems, some of which are not even actual problems. In fact, when the support staff spends time non-trivial issues, they end up falling behind in their schedule or work overtime to solve a sudden glitch in the system that wasn’t detected earlier. 

Answering the same questions repeatedly or explaining the same process to numerous employees every day will only decrease their productivity. How do enterprises handle this? What can the management do to help the IT support team streamline their work and automate recurring processes?

Is there some software to help the IT support staff? Of course, there is. We live in a technology-ruling world. While enterprises already have management systems, they do need more to handle the increasing workload. That’s where artificial intelligence, chatbots, and virtual assistants come into the picture. 

Enterprises can invest in the Top IT Service Desk Software to help the support team increase their productivity without exhausting themselves. It has been noticed that using the right software can help speed up the problem-solving ability by more than 30%. Imagine the number of tickets that can be resolved in a single day, that too without compromising on quality. 

The virtual assistant becomes a part of the IT support team by responding to the messages and requests sent by employees from the rest of the enterprise. Whether it is about a forgotten password or a checking why a printer in some part of the office is not working or why a particular command is not giving the expected result. 

Also, it is natural for agents to move to other companies and jobs. If a skilled agent were to leave, filling the gap might take time. Can the remaining agents take extra workload until they find another capable agent? With a virtual assistant to help, the IT support team does not have to worry about increasing work or skill deficiency. Moreover, there is constant pressure on the IT team to reduce costs. 

So how does the software actually help? What does it do?  

The software help is a lot of ways. First, it sets up a virtual assistant who very much acts and responds like a human. The assistant replies to employees’ messages, identifies the issue that’s troubling them, creates a ticket for it, help the employees in resolving it by providing a solution, and closes the ticket. If the issue persists or needs human intervention, the ticket and the related details will be forwarded to the right agent. 

Do you know that virtual assistants can also learn? Absolutely. If a particular conversation doesn’t give the required result, the software will make not of it so as to not suggest the same solution if another employee contacts the support team with the same/ similar problem. 

The following are some of the features the support software has-

• Advanced Knowledge Management System 

The software does a lot more than greet employees and generate tickets. It uses artificial intelligence to create and enable an advanced knowledge management system that helps both employees and IT support agents. It reduces the number of rerouted tickets by around 50% and solves them without the second level team having to interfere. 

• Live Chat 

We cannot expect humans to be online 24*7. Even with team rotations, the support staff can be engaged in solving a complex issue and may not be able to respond immediately to a message or call. The virtual assistant will always be online and take care of the live chat where employees contact the support team. Employees do not have to wait for the agent to see the message and respond. Also, the virtual assistant can interact with multiple employees at the same time. There will be no confusion either. 

• In-built Ticketing System 

Generating a ticket takes time. The agent has to spend at least 3 minutes asking for the required information, understanding what the actual problem is, entering the details, and creating a ticket that will then be sent to a specialist based on the cause of the problem. The Top IT Service Desk Software automatically generates a ticket for every request and marks it as resolved if the issue has been sorted through the chat. If not, the ticket will be forwarded to the specialist. Agents don’t have to take up the task of creating tickets, which saves them time and allows them to work on the actual problem. 

The software can be integrated with the communication tools used by employees within the enterprise. For example, the virtual assistant will have an account on Slack and provide employees with technical support from the same platform. The software can also access the cloud for the required information.