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Keeping your business thriving takes computers and programs that run correctly all of the time. Now how do you get a company to achieve that? That is where Secure Computer Technologies becomes your partner.
We know computers inside and out from hardware to software. Whenever you have a question IT-related, we can answer it or find the answer for you.
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Since you aren’t paying for full time IT Support staff, you save money and can use it on other business needs to increase your profits and ROI.
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Our multilevel help desk deploys expert technicians in multiple time zones.
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Certifications are good for beginners, but our lifetime computer guys go beyond.
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.
IT Services can be an expensive revolving door for some companies. Our IT Solutions come with a fixed rate and amazing help desk support.