Small businesses

Small businesses usually operate with small IT departments and only a handful of technicians. The small staff size makes it a challenge to handle all the incoming requests on time. Carrying out changes or maintaining assets is also difficult to do manually.

Therefore, small businesses can gain many benefits from implementing IT ticketing system software, such as:

Organized management of IT operations from a central location.

Less burden on IT staff to carry out tasks manually.

Empowering end users through a self-service portal.

Reliable data automatically generated and stored in the system instead of manually updated in spreadsheets.

Automatic generation and maintenance of asset inventories through network scans.

Safeguards against hefty penalties by ensuring compliance during audits.

Readily available reports to improve performance and demonstrate value.

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Healthcare

In the healthcare industry, time is critical. A hospital's help desk must be able to offer quick service when needed. Hospitals usually use a lot of equipment that is critical to patient's lives. This makes it important for help desks to manage equipment efficiently and without any errors.

IT support desk tools can help healthcare organizations in the following ways:

Assign priority to tickets that are crucial to the hospital's operations. For example, an issue with a workstation/node in the ER needs immediate attention, while a workstation in the payroll department can wait.

Automatically route the tickets to the right technician or support group to ensure immediate resolutions.

Help ensure that incidents are resolved on time with SLAs and automated escalations.

Use vendor and contract management capabilities to optimize purchasing of expensive medical equipment.

IT support

IT support professionals are naturally the best fit for an IT help desk ticketing tool. In the absence of a solution, IT teams usually work with spreadsheets and email, which is a slow, inefficient, and error-prone approach.

Out of the numerous benefits that IT help desk solutions offer IT support teams, a few key benefits are listed below:

Centralized control of all IT operations.

A comprehensive knowledge base to help end users and technicians alike with known and approved solutions to common issues.

Automated processes and workflows that reduce time, effort, and errors.

Simplified communication through emails from within the application as well as notifications.

Native problem, change, and asset management capabilities in addition to incident and service request management.

Tracking KPIs and metrics and generating in-depth reports.

Education

Educational institutions usually deploy workstations for teaching staff, administrative staff, and students, making their user base fairly large.

In many cases, schools rely on IT for computers, projectors, and software applications. So, to provide reliable IT service to a large user base, educational institutes can use IT help desk software to: