Help desk description
Help desk job description
A primary purpose of a help desk job is to assist customers with technical issues by running diagnostics tests and troubleshooting problems remotely. Moreover, agents should be able to provide technical advice for almost any type of computer system.
- Great communication skills
- Computer skills
- Higher education in Computer Science
- Proficiency in modern technology
- Optimal: Experiences as a help desk technician
- Optimal: Customer service experience
- Answering customers inquiries
- Running diagnostic on errors/problems that occur
- Solving technical issues for customers
- Training other staff members
- Making sure the computer systems run smoothly daily
What is help desk software?
Help desk software is part of a broader category called the service desk. These two terms are often used interchangeably. However, the help desk description specifically refers to the system that addresses customer queries.
To be more specific, help desk software is a computer system that automates, reports, and keeps track of customer requests and service issues. It catches all incoming customer communication and stores it in a single place. Moreover, it can link similar customer issues from multiple platforms into one ticket, creating quick and efficient management.
If you would like to learn more, read our comprehensive Help desk software article.
History of help desk software
The history of help desk software dates back to the 20th century when businesses started using equipment like; typewriters, dictation machines, telephones, and dumb terminals with access to a mainframe computer to address customer issues. Mainframe help desk software relied on physical issue submission. So, the customer issues were submitted either by paper forms or by phone to help desk agents, who would type those issues into a terminal. The tech staff would then provide a solution, and the agents would communicate it to customers via phone or paper. Notes and paper forms used to be the only way customers could submit their issues to the help desk agents, but with the advent of email and live chat, help desk software has become more interactive and participatory, enabling customers to communicate their issues efficiently.
However, the actual introduction of the first help desk software began in the 1990s when the internet became publicly available. Desktop computers, email, and live chat brought significant improvements and advancements to help desk software tools. Customers could communicate their issues by email, bypassing paper forms that save customers and companies a lot of time previously wasted on phone calls.
In the 2000s, companies started to use help desk software widely. The internet and networked systems made help desk software more interactive and participatory for customers. IT help desk ticketing became a crucial component of many businesses, streamlining the process of issue submission and resolution. Thus, enabling them to submit and track their issues more efficiently. Lotus Notes was one of the first help desk systems that allowed end-users to follow their support tickets, add information, and search for resolutions independently.
Why should you use help desk software?
Nowadays, consumers use a variety of channels to connect with brands. Moreover, they increasingly demand a seamless omnichannel experience across all of these channels. For example, if they start a conversation through email but then decide to switch to live chat, they expect you to connect the conversations and continue the interaction without repetition.
Microsoft’s survey revealed that 59% of consumers had used three or more channels to get their questions answered. However, many businesses can’t transform those multiple touchpoints into a consistent, frictionless, and unified service experience. That is where help desk software, such as LiveAgent, comes in place. It helps your customers experience a smooth and effortless transition between support channels and interactions.
What are the benefits of help desk software?
With the right help desk software training and proper management, the tool can help you enhance your overall customer service strategy and deliver the level of service your customers expect. Take a look at other significant help desk software benefits below.
Faster and more personalized responses
As customers use all kinds of channels to reach out to companies, keeping all customer communication in one place helps your support agents understand the issues better and handle tickets faster.
With help desk software, agents can reply to;
Agents can answer all of these channels from a single interface so, they don’t have to switch between various tools. Moreover, LiveAgent provides easy access to the history of past customer interactions so your agents can deliver faster and more personalized responses.
Self-service is becoming a preferred support channel for a growing number of consumers. Research shows that 90% of global consumers expect brands and organizations to offer an online portal for self-service. A solid help desk software provides integrated self-service options, such as a knowledge base, FAQs, and customer community forum. Businesses can leverage self-service to empower their customers to find answers and resolve issues independently without requiring any interaction with a company representative.
Increased customer satisfaction
A study by SuperOffice found that 62% of companies do not respond to customer service emails. With help desk software, all customer issues are transformed into tickets. As a result, no tickets are left unattended, forgotten, or lost. Agents can also categorize tickets by priority or escalate them to higher-level team members to ensure urgent issues are resolved immediately. That results in shorter wait times, precise answers, better first contact resolution, and ultimately, increased customer satisfaction.
Improved support agent efficiency
Help desk software can automate multiple tasks, processes, and workflows. For instance, when you automate help desk software features, you can effortlessly categorize tickets, set up prioritization, email notifications, etc. With well-defined processes and workflows, the help desk tool can eliminate redundant tasks and boost the efficiency and productivity of customer support reps. Moreover, the agents can quickly and easily access a repository of information and resolve issues more effectively by using the knowledge base as an internal resource.
Discover on your own
LiveAgent is a feature-rich help desk software that enhances your customer service right away. The system has more than 180 features that track, automate, and report. Take a look at the video below to learn more.
Try out LiveAgent for FREE
Handle all customer inquiries from one interface. Start improving your customer service with a 30-day free trial right away!
Frequently Asked Questions
Why use help desk software?
Today’s consumers typically use a variety of channels to connect with brands. Moreover, they increasingly demand a seamless omnichannel experience across all of these channels. That is where help desk software comes in place. Regardless of the resolution path, it helps customers to experience a smooth and effortless transition between support channels and interactions.
How do you improve support agent efficiency?
Help desk software allows automating many tasks, processes, and workflows. For example, ticket categorization and prioritization, ticket distribution, ticket status management, alerts, and notifications. With well-defined processes and workflows, the help desk tool helps to eliminate redundant tasks and boost the efficiency and productivity of customer support reps.
What does a help desk agent job require?
It requires great communication skills, computer skills, proficiency in modern technology. Moreover, it is optimal to have some experience as a help desk technician or in the general customer service experience.
LiveAgent is a praised customer support software that improves service, increases satisfaction, and boosts sales through various channels. An effective retention email campaign is crucial for businesses to engage customers and boost loyalty. LiveAgent offers features, integrations, and alternatives for startups.
Web helpdesk software centralizes communication channels, improves efficiency, and provides personalized responses. Knowledge base software streamlines knowledge management and customer support. Implementing a reliable help desk system is crucial for efficient technical support and customer satisfaction.
Customers have changed the way they interact with businesses, favoring digital channels like live chat. Help desk tools are essential for providing immediate and personalized support. Free help desk software centralizes communication channels and improves efficiency. A ticketing system is crucial for managing customer interactions and gathering data. Free IT help desk software serves as a single point of contact for IT support. Free help desk tools offer advantages such as organization, collaboration, and integration with other applications. It is important to have a reliable help desk system and provide excellent technical support to ensure customer satisfaction and company growth. Effective customer communication and problem assessment are key for providing a positive customer experience.
Help desk support is essential for customer satisfaction. It fixes customer problems and offers support through chat tools. Ticketing tools prioritize and track inquiries for efficient workflow and improved customer support.