To run an effective service desk, you will require a system to help you. Always remember that the system adopted is merely a tool; a tool to make your service desk engineers more effective and efficient. A helpdesk system acts as a lubricant to complement your team, your processes and your policies.
Choosing the right helpdesk system is never easy. It all depends on what you need, want you want and how deep your pocket is. The most important thing is that the system must be able to suit you, to be flexible enough for customization. Here is my take on what helpdesk systems must have and nice to have:
Core components of what a helpdesk system must have:
- Web based
- Tracking
- Alert& Notification
- Escalation
- Severity Determination
- Mobile Integration
Some optional features that you can consider:
- Best practices
- Knowledge base
- Multi Company Support
- Dashboard
- All Other Bells & Whistles
After you have put in a well-thought helpdesk system, you will quickly notice you team scaling new heights.