Technical Support You Will Provide When You Work an IT Help Desk Job - dummies

Technical Support You Will Provide When You Work an IT Help Desk Job

By Tyler Regas

The history of the personal computer market speaks for itself when determining why companies care about technical support and those working the IT help desk, but the reasons are far more nuanced than just a collection of market shifts.

Technical support started very early in the PC market. Back in the 1970s and early ’80s, there was no history for people using technology. If a company wanted users to be happy with its products, everything had to be documented and described, and in many cases, support had to be offered.

Companies care about technical support for a number of reasons, most of which revolve around the bottom line. Without satisfied customers or employees who can perform work, companies aren’t left with much to generate revenue from, such as working products or people to create them.

It behooves any company to provide comprehensive support to users inside and out. This seems like a great time to list those reasons:

  • Providing a sense of security: Companies do well when their users and customers feel like they can go somewhere to get help when needed. Not everyone is a technical genius, and it’s nice to know that someone can help out when problems arise.

  • Guaranteeing consistency: When offering consumers a product, it helps to keep as many of them as happy as possible. When managing internal systems, it helps to make sure everything is working as expected and meets all requirements of IT policies.

  • Keeping a close watch on bugs: No developer likes to offer broken software to users, and a crack technical support team is key to keeping close tabs on any bugs. Watching trends through ticketing systems helps establish a form of triage for issues to be fixed.

  • Acting as a another conduit for customer service: Technical support is one of the primary faces of any company that provides products or services to consumers, and, as such, companies must provide customer services that please consumers.

  • Providing customer satisfaction statistics: A helpdesk is a perfect source for collecting information about how customers feel about both services and products offered by a company. Never waste an opportunity to gather statistical data; just try not to annoy paying customers.

Having a solid understanding of these principles will help guide you on your quest. Having a good 10,000 foot view of how companies view IT operations is critical to understanding why companies make decisions about how IT is used to forward a company’s needs and wants. Ultimately, everything a company does reflects the need to generate revenue. It will serve you well to remember that.