4 Super Reasons Why Your Company Needs Wireless Help Desk

Just last week my beloved CrackBerry was migrated to a new-fangled
touch screen device. During the provisioning from the old device to
the new, I thought I would help out my Help Desk and just take care of
it myself. Not a brilliant idea! I quickly found.From the beginning of
the process I began to experience problems. As I was completely
unaccustomed to the new device and its capabilities, I thought perhaps
I was doing something wrong. Over time it became clear that it was not
my ineptitude that was being highlighted, but a problem with the
carrier's internal processes. I was passed from one carrier rep to
another with no additional resolution in sight.After about 45 minutes
of this headache, with my hand tightly over the receiver, I shared
with my boss my growing frustration. He smiled and said,Why don't you
try our Help Desk. You know, the help desk service you market to other
business customers, the one that provides time savings and other
efficiencies that you can't accomplish through your own efforts.By
this time I was ready to stop trying to help my help desk out.
Sheepishly, I begged my current carrier reps pardon and bid him
goodbye.I called my Help Desk, shared with them the situation, got off
the phone and went back to work. Trying to figure out what I should
blog about this week. Within about 20 minutes I was notified my
provisioning process was complete. At this point I was kicking myself
for trying to help out my Help Desk.My own experience provided at
least 4 super reasons why your company may need a professional,
automated Help Desk.1. Even your brightest most technically astute
personnel will run into protracted issues completely outside of their
control.2. A crucial single point of contact for all moves, adds,
changes, troubleshooting, deletes, and timely resolutions will free
your personnel from the run rounds that inevitable will take place to
focus on their core responsibilities.3. Labor Hour Cost Savings: As we
all understand, Time is Money.Who in your organization will need to
use the wireless Help Desk? What is the average pay of such staff on
an hourly basis? How much of their time are you willing to permit them
to waste on the resolution of issues that will inevitable arise?15
minutes? 30 minutes? 1 hour or more?My employer switched me from one
smart phone to another to save money. My misguided effort just burned
through most of his first month's savings.4. Employee Time Savings:
Most organizations are operating lean and mean. The Time Savings
experienced by your personnel will help them to be more efficient and
productive. Making that sell, meeting a deadline, satisfying an
unhappy customer, finishing that project that otherwise would be
delayed or worse yet missed.As my experience clearly demonstrated,
Wireless Help Desk Support is an important key to staff productivity
as well as an efficient life-cycle management of all your wireless
assets.You should look for a Help Desk that is both professional and
automated. One that is capable of providing support for:
All Moves,
Adds, Changes, Trouble Shooting, and Deletes
ProactiveUser Support and New User Training
Assistance with Device, Equipment and Accessory InquiriesDoes your
selected Help Desk provide a web-based reporting tool for the
following?
Help Desk representative and Ticket number
Subscriber first name and last name
Log in time, log out time and date stamp
Department /Corporate Approved Cost Center
Contacted method (phone/Help Desk portal)
Call description
Time taken for resolution
Status and date resolved
All recorded historical dataWith the deepening economic pressures most
businesses now face, your personnel's wasted time really is your
company's wasted money. It is more critical than ever to save where
you can. Wireless Help Desk is a great means to a very useful end...
to save your company time and money. Give me a call, I can help. I can
assure you, if I'm busy it won't be because I am trying to help out my
Help Desk.