Since the rise of the computer age, the help desk industry has enjoyed a steady increase in the need for its services. According to the Pew Internet and American Life Project, 91 percent of Americans own at least a cell phone. As of 2009, according to Gamespot, there were 170 million gamers throughout the United States making use of a wide variety of computer consoles, desktop computers, and various other technologies to connect with people all over the world. That number has only grown in the last four years.
A large majority of help desk jobs are setup to deal with information technology issues. Information technology is defined by Princeton.edu as being a branch of engineering that “deals with use of computers and telecommunications” to retrieve, store, and transmit information. In our current age of constant connectivity, that seems to cover just about everything. Help desk tools have had to evolve over the last ten years in order to meet this ongoing demand for tech related customer service.
Like with many other fields of business, IT help desks started out using software stored locally on their computers. Now tools, like Web help desk, are available that allow companies access to a cloud based solution for their customer service ticketing needs. A web based help desk, such as Web Help Desk, incorporates all the best parts of traditional local solutions with the excitement, accessibility, and convenience of cloud computing. Companies taking advantage of these solutions are looking for software that incorporates billing, reporting, survey management, and account management into one application. By removing the need for multiple separate programs, businesses can save money and digital storage space in house.
Of course, businesses need professionals able to work their help desks. Companies, like the Help Desk Institute, exist in order to train customer service professionals to deal with help desk software. Further, they give employees the people skills necessary to navigate what are often stressful, unkind waters. As mass access to computing technologies improves so too will the need for knowledgeable customer service representatives at help desks.
By taking advantage of training programs and new cloud based help desk solutions, such as Web Help Desk, companies stand to improve their service. This improvement necessarily leads to a rise in customer satisfaction, and thereby an increase in customer retention.