Want to know why your IT support queue is clogged up so often? It’s not the server outages or other major emergency ticket problems that are building up. It’s the niggly little issues that don’t cause any critical downtime, but which are a minor annoyance to your clients or users. Whilst these problems might not be having a direct effect on revenue, over time they could result in more serious issues, and at the very least, these issues are doing nothing for your resolution stats.
Meet Bob And His Problematic Mailbox
Let’s take a look at a typical scenario. Bob emails the help desk on a Monday afternoon saying that every time he opens his email, he gets a message saying that his mailbox is near capacity. He is still able to carry on working in his email program and the error only appears when he first logs on. And because the issue is a relatively low priority it sits in the IT helpdesk queue whilst other higher priority issues are dealt with. In the meantime, Bob continues to happily click “Cancel” every time the message pops up and carries on working.
And then on Friday morning, disaster strikes…
Bob has an urgent issue. A client is trying to send him some important information for a meeting that morning, but Bob’s mailbox is full and he can not receive any more emails from anybody. He doesn’t understand what to do next and is soon on the phone shouting at the poor IT technician on the other end. In the end, Bob loses the contract as the client loses patience.
How SimpleHelp Could Make A Big Difference To The Small Issues
Okay, so that’s a pretty unlikely outcome, but a very common scenario. It’s issues like these that could be resolved so quickly using SimpleHelp’s remote support software. Within moments of Bob’s call, an IT tech could have connected to Bob’s PC, shown him how to archive or delete old emails. The IT support log could have been resolved and closed in less than 5 minutes and Bob would be more likely to have won his contract.
SimpleHelp Also Helps Users To Help Themselves
Training is often a catalyst to minor IT issues, but this is an easy one to resolve with SimpleHelp. One of the best things about remote support software is that you effectively start to teach users how to solve their own issues. Don’t let them disappear to make a coffee whilst you remote control their PC. Ask them to watch what you do so that they can resolve their minor issues for themselves in the future. This might not work for all issues, but for problems like a near capacity mailbox, it certainly will help to take the pressure off of the helpdesk.
SimpleHelp Ensures You Don’t Sweat The Small Stuff
When minor and intermediate IT logs need resolving and closing and you need to free your teams so that they can focus on major projects and be more proactive, SimpleHelp gives you a great return on your investment. IT helpdesk queues suddenly become easier to handle, user wait times are decreased because you no longer have to physically travel to their workstation or office and your IT department suddenly becomes more efficient and professional.
Check out SimpleHelp’s remote support for yourself. We’d be delighted to tell you more.