(Video) Why all SME’s need a Helpdesk

Today I’d like to talk about why all SMEs need a helpdesk. So first things first. What is a helpdesk? A helpdesk is where you have the ability to ring up someone and say, I need some help and this is what I need for you to do. Now a helpdesk can be contacted through a number of options. You can just send them an email. Fax them if you’ve got a fax machine or you can just pick up the phone and talk to them.

And their role behind your business is to help you out of why you have a problem and what that problem is and get your [Indiscernible 00:00:39] working with you. So how can it help with small business? Well, small business, with the increase in technology and increase in complexity of technology needs somewhere to go, ‘what do I do here’. But that helpdesk, if done properly, can also say, when the boss rings up and goes I need to know what I can do about x.

Can I put this system in place and is it going to impact these other systems? And that is a really good way of using a helpdesk. Now helpdesk is usually supplied by a managed service provider. And that managed service provider probably has a large number of other things in the background that are working.

But for a small business a helpdesk is really critical because it takes away that nagging ‘everybody get involved because Jim or Joey can’t print from the third tray. So everybody is opening bits and playing with bits and you’ve just lost five hours’ worth of productivity because he can’t print because he doesn’t understand what’s going on.

Whereas you can pay 25 cents or $25 for someone to come in or someone to come over the phone line or as a remote connection to his desktop and workout what the problem is, rather tie him up and everybody else can go back to work. So that’s one of the good aspects of having a helpdesk. The other aspect is, as I said before, is that you can have people on the back end of a helpdesk helping you make decisions about your business.

So they can be there and you can say, ‘should we move to the cloud?’ I want to know. What repercussions if we move to the cloud are going to be involved? Okay, yes you’re going to have a monthly cost. But is it going to impact our internet connection? How we’re going to print it from our servers in the cloud if we want to print from here.

That information is also very important. But as I said, an MSP whose primary helpdesk is probably supplying a lot more as well. They are probably monitoring your systems. So, with luck, that problem that you’re having with tray three wouldn’t come up because they would’ve been alert to come up and say Joey is trying to print to tray three and that printout hasn’t gone to tray three, and that type of thing.

And on top of that an MSP will also give you reports. How many times people have rang the helpdesk? How beneficial it is to your business? What is the next step going forward? So why do all SMEs need a helpdesk? It makes you more productive.

Thank you very much.

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