IT Support Help Desk Services

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IT Support Help Desk

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Common Questions about IT Help Desk Services

Help Desk & IT Support FAQ's

What is an IT help desk?

An IT help desk is software that allows users to solve problems through single (or multiple) points of contact. Problems workers face can be tracked with this type of help desk software. These help staff members assist themselves and employes use help desk services, software, and products. A technical issue with a computing device or piece of software causes everyone to run to the desks. Rather than getting help from technicians, agents solve these problems. These modern help desks encompasses a wide range. One is the integration of portals that allow employees to solve common IT problems. Some give IT leaders insights into problems and reoccurring issues. How to find the solution and how to fix these issues is also provided by leaders. This type of IT help desk is effective to boost productivity, provide people support and make agents solve issues fast.

Who uses IT service desk software?

All teams can benefit from IT services. It’s rare to find an IT department that doesn’t use some sort of service desk solution. This is because IT teams often manage numerous processes and interact with every department of an organization.

How did IT service desks originate?

When the IT revolution of the '80s began, IT help desks were created as a tool specifically for IT teams. Today, that distinction has become a bit blurry, as help desks can be used to benefit customers, too. IT help desks mainly focus on incident management. They’re typically used to provide reactive and not proactive assistance through a help desk ticketing system. When an employee or customer has an IT-related issue, they can submit a ticket, and an IT team member will help them resolve it. A help desk is a subset of the service desk. Its function is to serve current needs of an IT team so they can serve better your organization. IT help desk vs. other solutions IT help desks get confused with many other problem-solving solutions and terms are often used interchangeably. While there’s no harm in placing help desks in the same umbrella, there are key differences in their functionalities that set them apart. The responsibilities they handle, however, are up to the company to implement. #1 IT Ticketing System IT ticketing systems provide powerful incident management functionalities. When a system within an IT environment is broken, new tickets are opened in this system and sent directly to the IT team assigned. Then, the IT team must prioritize and resolve the tickets. The vast majority of IT teams use IT ticketing systems to manage incidents. Regardless of the size of your IT environment – Whether you work in a large or small MNC or even a local non-profit organization or school, you’re very likely to benefit from an IT ticketing system. #2 Problem Management Tool Problem management tools are used to isolate trouble spots within an IT environment and take action to pre-empt future issues. Most incidents don’t just happen randomly – When an incident occurs, the problem management tool can help you diagnose the problem so you can either fix it or at least temporarily work around it. You can think of this tool as a detective trying to catch a criminal. #3 IT Service Desk IT service desks handle a broad range of issues, including work that falls outside the IT department’s normal operations. An IT service desk serves to support both the internal and external organization’s facilitation of services. #4 Enterprise Service Desk An enterprise service desk is there to help customers find information. Once empowered with the relevant knowledge, customers can complete most tasks independently. An enterprise service desk is useful in tightly integrated organizations with many parts, like large manufacturing and defense firms. #5 Asset Management Asset management tools track what IT assets you own and their current state. They’re used when you find yourself wondering, “Do I own that thing or not? And what is its current state? Is it in good condition?” Your asset management tool should provide all these answers and more. #6 Knowledge Management or Information Management Knowledge management tools empower employees with the knowledge they need to power end-user self-service. With a knowledge management tool that offers up a searchable knowledge base, you’ll find your IT team will spend less time addressing routine IT inquiries and more time invested in reactive and proactive tasks.

How does an IT help desk work?

IT help desk is the first point of contact for employees to get help with their IT issues. IT staff can use IT help desk software to create tickets for a wide range of events, such as: * Bugs in company software * New feature requests * General employee questions * Problems with the network or VPN * Issues with login credentials * Device compatibility issues * Scheduled maintenance updates The software creates a help desk ticket for each issue in a central location. On the IT team’s side, a simple user interface enables them to share information with one another and work on multiple tickets at once. A single issue may require input from different departments, so this is a useful feature to have. The best IT help desk software also helps development teams track bugs by batching tickets with similar problems. Having a searchable help center makes an IT service help desk even more valuable.

What is the difference between a help desk and service desk in IT?

An IT service desk helps teams to maintain services before incidents occur, to manage incidents, and to communicate with end users and customers. It is a customer-centric communication system in which end users, employees, and stakeholders can communicate with IT service providers. Ideally, an IT service desk will consistently resolve issues while providing the most helpful service possible. Incident management is accepted as the key responsibility of a help desk. IT help desks may handle incident management alone to an extent; however IT service desks will typically handle incident management as well as service request fulfillment, self-service, and reporting. On top of this, they will also manage any new requests, provide self-service options and employee knowledge management. Depending on the structure of an organization, the tasks of the service desk and the help desk may intertwine. The exact responsibilities vary from company to company, so there’s no need to be too strict with definitions.

What is the difference between help desk and desktop support in IT?

Desktop support technicians help front-end computer users install or configure computers and resolve any software or basic connectivity issues the user is having with their computer. The technicians usually interact with the user via voice or a chat. If the technician can’t help the user with their technical issue, then the customer would need to be escalated to IT helpdesk support via remote connection to provide assistance.

What is the difference between IT help desk and technical support?

These two terms are frequently used interchangeably, and depending on the company, they may end up serving the same functions. Sometimes, you’ll find definitions that claim technical support involves a higher level of technical expertise. Technical support experts tend to solve more complex technical issues that may be out of the help desk’s realm of knowledge. For instance, say your printer isn’t working. If this is an isolated hardware issue, you would call the help desk. But if the entire system of printers isn’t working, you would reach out to technical support because there’s probably a problem with the network. Help Desk - A term often used to describe a team that offers support to users of technology products or services. In general, a help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services. For example, a help desk may answer its customers’ questions in the form of email, phone calls or Web pages. The goal of most help desks is to reduce the number of times that users need to get in touch with an IT department or support center. Self-service and community answers for the “how” enable the customers and the business units to focus on “what”.

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10 Benefits of IT Help Desk Support

IT Help Desk Benefits

Investing in the best help desk IT support offers several perks for your business. From improving efficiency and quality to boosting employee satisfaction and saving money, an IT help desk can enable you to develop and scale your business. Here are 10 benefits of IT help desk support.

Invest in Great IT Help Desk Support

1. Operational Efficiency

We’ve all had that experience where we’re working on a project, making good time, and feeling productive—then it all comes to a screeching halt with the dreaded “error” message. You’ve hit a roadblock that you don’t have the skills to move past, and the deadline for your project is fast approaching.

Nobody likes to blame the software for a project not getting done on time.

Having a robust help desk IT support system in place gives users a faster and more efficient way to get past IT issues. Provide your teams with a centralized platform to turn to so they can either solve the issue on their own or find the right person to contact for assistance.

2. Boosts Productivity

Some IT support technical issues can be resolved quickly with the right instructions. The problem is, not everyone knows where to find those instructions, and frustration grows the longer they search for them.

IT help desks provide users with a way to find solutions to their problems in just a few clicks, so they don’t tie up IT staff’s time with phone calls and thousands of questions.

IT help desks allow team members to operate more efficiently by providing them with the tools they need—such as a help desk ticketing system and automation—to manage and resolve IT-related requests effectively. By better organizing tasks and improving workflows, IT teams can spend more time focusing on pressing matters or strategic work.

3. Increases your ROI

Technology should speed up business, not slow it down. Technical difficulties hold up operations—and can even grind it to an abrupt halt—and every minute that passes can translate into dollars seeping from your bottom line. IT service desks are invaluable in helping your company run smoothly, which keeps your profits flowing.

4. Identifies pain points

IT help desks enable leaders to track trends and spot gaps in IT service delivery, such as ticket response times and resolutions. Analyzing this data ultimately helps them make smarter and more informed decisions.

Understanding pain points also allows you to anticipate problems so you can proactively create a solution before they even occur. Letting the same issues happen over and over again stunts growth, but identifying the problem areas and strategizing to improve operations means you can continue to plan for expansion.

5. Improves service quality

Employees want their company to offer them the same quality of service it offers to customers. An IT help desk allows organizations to do that by streamlining workflows with automation and providing employee self-service options.

The best IT help desks present a wealth of valuable data on how to enhance IT quality. Pay attention to key help desk metrics like ticket data, performance stats, response times, and first-contact resolution times. This can give you valuable insights on how to refine your service operations or what content to add to your knowledge base.

6. Centralizes communication

When someone needs a new power supply cable or the entire printer network suddenly crashes, seamless communication between teams is crucial. An IT help desk that features centralized, omnichannel support empowers your team to provide high-quality, personalized service—especially when serving internal teams.

Centralized communication helps keep your team in sync so your organization can run like a well-oiled machine. When your team is equipped with the right tools, they can get the job done efficiently and effectively.

7. Enhances customization

IT help desks allow agents to customize their existing tools and workflows with apps, plugins, integrations, and automations. This means tech support can access information related to employee issues, automate ticket management, and streamline processes to proactively address issues before they have a chance to escalate.

Agents can also create custom fields to add important information about the ticket.

The extra information collected through your custom fields can help you track metrics on the types of ticket requests. Using drop-down fields simplifies the experience and makes it easy to compile custom reports.

8. Prioritizes IT tasks

IT help desk software can help you categorize and prioritize tickets so your team can provide quick, efficient service and address the most urgent issues first. For example, replacing a teammate’s keyboard is far less pressing than addressing a router issue affecting an entire network.

Tickets can also be sorted so requests that have been in the queue the longest will be at the front of the line.

9. Improves employee satisfaction

Investing in an effective IT help desk can increase employee satisfaction and set your teams up for success. Providing teams with tools and workflows that make their jobs easier will result in more productivity and better quality work. These tools include:

* A help center: Enable employees to find answers on their own with a user-friendly help center that features articles, tutorials, and FAQs.
* Voice and SMS: Mobile phones are one of the easiest and most direct ways to communicate. Whether your employee is working from home, in the office, or from Starbucks, you can reach them in a flash.
* Messaging: Live chat and messaging apps help interactions with tech support agents feel friendly and conversational without sacrificing visibility or security.
* Chatbots: AI-powered bots can respond quickly to common questions and complete basic conversation flows, handling simple issues so you can focus on more complex problems.

10. Supports scalability

To meet your customers’ evolving needs, your business must continue scaling operations. Investing in a good IT help desk—especially from a provider that can offer support, updates, and bug fixes—can make it easier for you to grow with your customer base and consistently deliver exceptional, personalized customer experiences.

Features like automation and chatbots are especially useful and can help you scale your business. Using chatbots for common problems allows support staff to spend time on other issues, resulting in higher ticket resolution. This gives your company the ability to scale without increasing headcount.

Plus, chatbots are available 24/7, so people can reach out for support when it’s convenient for them.

Business IT Services with Help Desk Support

IT Services can be an expensive revolving door for some companies. Our IT Solutions come with a fixed rate and amazing help desk support.