Top Signs My Business Needs Help

Top Signs My Business Needs Help

A quality help desk service is essential to retain a competitive edge in today’s market. Maintaining a high-performance help desk, however, can be a struggle for a lot of businesses. It can be costly and demands constant vigilance.

Some companies opt to cut back on the quality of their help desk services, but this tends to be a costly mistake.

How do you know if your help desk is up to scratch? Do you need an overhaul or a few tweaks?

Here are some of the most common signs that your business needs helping to manage its support desk.

Overworked staff

One of the first signs that your help desk might be in trouble is seeing overburdened staff. If member issues outweigh the capacity of the support team, you are likely to see the cracks in the temperament and responsiveness of the support staff.

In struggling businesses, we frequently see that networking admins and system administrators spend a lot of time assisting with desktop support as a result of a lack of resources. This can be bad for morale and ties up valuable staff who should be working more effectively and profitably on other tasks.

Negative Feedback from Staff

Look out for signs of stress among your support employees, but don’t be afraid to ask how things are going. Getting direct feedback from your teams can be the most direct way to learn how much support you need or where you need to make changes.

Provide an opportunity for your staff to reach out for help. If they do, it might be time to consider outsourced support.

High Turnover

It’s true that the IT industry tends to have a high turnover rate compared to other industries, because skills are increasingly in demand. When a business notices that its support staff is leaving in higher numbers than usual, however, this is often a sign of discontent at the support system not working as it should.

Help Request Backlogs

From an internal malaise, businesses may then display more external manifestations of an ailing helpdesk, including negative feedback and long waiting times for responses to help requests.

A single bottleneck can hold up many parts of a business. Another skilled pair of hands for a few hours could be all it takes to get the system back under control.

The Business is Attempting to Grow with Limited Resources

We often see that a business is keen to grow, but doing so requires scaling the helpdesk. This can be expensive in-house. Outsourcing can provide a flexible, cost-effective solution to meeting the changing needs of a growing business.

An efficient help desk can be expensive and demands maintenance. Whether a company chooses to create its own help desk or engage a professional such as CanvasIT, it’s worth the investment to have a help system that works and runs smoothly. Organized, effective, proactive, tier I and tier II support can launch a business toward success.

Micah Laughlin
mlaughlin@canvasit.com

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.



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