What Exactly Does an IT Helpdesk Do?

Your dedicated IT support team will keep your business running smoothly, whether you use them for technical issues or not. Outside of helping users with their IT problems, we work on keeping you up and running, whether that focuses on making sure your backups are maintained, keeping your server healthy, or even doing general maintenance on your machine. We pride ourselves on talking language you will understand, rather than confusing you with jargon.

But a lot of people probably wonder how the IT helpdesk runs, how we resolve issues and what we actually do with our day. In this post, we will take you through our typical day and how we keep your systems – and your business – running smoothly. There are typically 3 tiers within IT support but it varies from business to business.

First Line IT Support

These are the guys who answer the phone, discuss the issues you’re having and then figure out the best way to fix the problem. Most of the time, 1st line support can help you fix minor issues like application problems, printer issues etc. If they can’t find the solution for you, the log is then passed to Second Line Support.

Second Line IT Support

They have more experience and knowledge, are more specialised in certain areas, and can fix most issues that come through to us. They are able to look a little bit deeper into the issue at hand and find the best solution. But, sometimes there are issues they can’t fix which means the issue is handed to a Third Line technician.

Third Line IT Support

Third Line IT Technicians are the ‘bees knees’ of IT. They are incredibly knowledgeable, and are able to work with servers effectively. They are able to fix nearly every issue that we get through.

Having a structured way of dealing with problems that come up like this helps the day run efficiently, as workloads can get shared and spread around if necessary. It also means that we are able to pick the best person for the problem at hand to get you back on your feet as soon as possible. Communication is key in our work, keeping clients updated on their cases and keeping them informed is our top priority and we work to assign your log to an engineer as soon as possible.

An IT Helpdesk also acts as a communication tool between clients and other technicians who know certain software well. Sometimes, industry specific management systems like Sage, Access Accounts and SAP will come with their specific software support team and often when something goes wrong, we will be able to liaise directly with them and fix the issue, without you going through the pain of it all.

Along with this, any upgrades you require we are also able to do. We are able to order, fit and install your new product when it is ready, along with giving tutorials on how to use it efficiently and easily so you are able to work to your best ability.

CSE are committed to working with you and learning how your business runs and meeting your specific needs so you are able to work smoothly. Things like learning what programs you use, to how your office is set up and the general infrastructure is important for us to understand so we are able to help you as best as possible.

If you need any help at all, or if you have any other issues that you want our advice on don’t be afraid to give us a call on 01444 238070 or contact us and we will be happy to help.