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Our technology blogs feature IT tips and best practices for businesses in Columbia, Baltimore, Bel Air and in and about Maryland since 2002.

4 Variables Any Good Help Desk Will Have

4 Variables Any Good Help Desk Will Have

Technology support is a necessity for a business that wants to stay operational. To this end, a quality help desk is vital. Unfortunately, not all help desks have the same level of quality and knowledge on how to best support your business. We’ve put together a list of traits that you should look for when it comes to finding the best help desk support for your business.


Your help desk can only help you resolve issues if they themselves know how to solve them, or know where to look in order to find the correct answers. This is what makes knowledge such a valuable asset for your help desk. Many solutions provide an easily searchable database that keeps a record of known issues and how to solve them, so your help desk should know how to ask the right questions in order to collect enough information for them to best serve you.


If you can’t get in touch with your help desk, they aren’t going to be much of a help. The best help desk solution will make themselves as available as possible through several different methods. Some of these methods might include traditional ones like phone and email, while others might utilize ticketing systems for submitting issues and instant messaging for immediate help.


A reliable help desk is extraordinarily important. If they do not respond to your requests for assistance within a reasonable amount of time, you can’t trust them to provide the help you are paying them for. Most help desks have what is called a service level agreement, an agreement that outlines what kind of support you can expect and the timeframe for that support. This should provide a baseline for how responsive and reliable you can expect a help desk solution to be.


Above all else, patience is a critical trait that you should look for in a help desk solution. As the help desk can be considered a service, it should be expected that they provide an exceptional experience to the user. Consider who will be reaching out to the help desk most often. They will not be as well-versed in technology as others, meaning that they need to work with someone who understands that patience is indeed a virtue.

If you need a help desk that you can trust, Dresner Group has got your back. We can give your employees access to a help desk that can provide excellent customer service from knowledgeable professionals. To learn more about how we can help your company stay on track, reach out to us at (410) 531-6727.

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