What is an Enterprise Help Desk?

If you work in a big business, you need a big help desk. Well, not literally. But you need a help desk that can handle a large volume of support tickets.

For enterprise-level companies, meeting user expectations, responding to queries and support requests, and juggling a high volume of interactions can be challenging. That is where help desk tools come into play, and our enterprise help desk software is a market leader. 

In this article, we will cover the ins and outs of enterprise help desk tools, including key features, benefits, steps for implementation, common challenges, and so much more. If you are looking for the right enterprise help desk for your organization, you are in the right place. 

What is an enterprise help desk? 

An enterprise help desk is a centralized point of contact within an organization that works to support employees and customers. An enterprise help desk is designed to handle a large volume of support tickets from a large number of customers, and potentially with a large pool of support agents.

Help desk tools allow large companies to effectively meet user needs with features like reporting, ticketing, and more – and the best options on the market leverage smart solutions like AI to enhance efficiency and execute these features at scale. 

Not to be confused with the car rental company Enterprise, in this case, the word “enterprise” refers to a large, complex organization. An enterprise corporation normally has multiple departments or divisions and is managed by a C-level executive leadership team or board. On the other hand, you might call smaller companies startups or growth-stage organizations. 

Enterprise businesses require an advanced level of help desk technology, as they need to be able to execute help desk functionality at scale, ensuring that their large customer or user base gets their problems solved. And ensuring that the process from opening a ticket to leaving feedback is seamless in the support process. 

Key features of an enterprise help desk

So what sets an enterprise help desk apart from other, smaller players? Well, it’s simple: Enterprise corporations have more complex structures, and thus they require more advanced help desk functionality. Here are a few key features that an enterprise help desk should offer: 

Integration with other systems

For an enterprise help desk, seamless integration with other systems is crucial. For instance, you will want easy integration with your CRM (customer relationship management) and ERP (enterprise resource planning) tools. Integrations allow companies to connect all of their systems, reducing data silos and further customizing their help desk software. 

Automation and AI

With smart automation and AI-powered features, enterprise help desks are able to make ticket categorization, routing, and resolution more efficient than never. The efficiencies that AI and automations introduce cut down on rote work for IT department technicians, which also helps to cut costs and boost customer satisfaction as resolution times grow faster. 

Advanced reporting and analytics

Enterprise help desk tools virtually require top-level reporting and analytics capabilities. This helps teams measure the success of support operations through help desk metrics like satisfaction scores, reply times, resolution times, and more. 

Benefits of an enterprise help desk

For large organizations, having an enterprise help desk is essential for ensuring a smooth support operation. Here are a few benefits of enterprise help desks: 

Improved efficiency

With automations and AI-powered features, efficiency skyrockets. Enterprise help desks are set up to streamline support processes and thus reduce ticket resolution times. At the end of the day, that equals happier users and customers. 

Enhanced user experience

When users have an easier time resolving their issues through a robust and responsive enterprise ticketing system, they will have a more positive experience with your company as a whole. Enterprise help desk tools allow for a consistent and reliable support experience. 

Cost savings

Automation is a big piece of cost savings when it comes to enterprise help desk tools. With enhanced IT efficiency, human error can be minimized and redundancies eliminated to promote the utmost productivity. Additionally, an enterprise help desk allows for better resource management, making the most of your assets. 

Scalability and flexibility

For enterprise-level businesses, it is crucial to invest in a help desk tool that can adapt to the growing and changing needs of your organization. Flexible pricing plans and scalable structures help these programs achieve this goal. 

How to implement an enterprise help desk

Are you ready to elevate your organization’s help desk, PSA, and ticketing capabilities with an enterprise help desk? Here are a few tips and focus areas to get started.

Assess your needs

Before you choose the enterprise help desk software that is right for your organization, it is crucial to conduct a thorough survey of your needs when it comes to this product. Consider where you currently have inefficiencies and what you are looking for in a product to get on the right side of customer support again. 

Choose the right software 

There are many help desk purveyors available in today’s crowded market – and while they may all appear similar at first glance, trust us when we say that they are not. Be sure to conduct thorough industry research – read reviews, check out comparison articles, and talk to other IT professionals to see what has worked well for them. 

By the way, we have a great recommendation, and it’s Atera! We’re an award-winning help desk software that’s always in the discussion when it comes to implementing an enterprise help desk in your organization. And we know it’s important to factor in your budget when making your decision, which is why we offer transparent pricing. 

Implement proper training and onboarding

Once you have selected the right software for your organization, you must ensure staff are well-trained to use this new system effectively. At Atera, for instance, our help desk software has an easy-to-learn, intuitive interface, and many have commented that the learning curve makes it accessible from the get go. 

Continuous improvement

Regularly updating and optimizing the help desk process is a great way to ensure that your help desk offerings remain strong and competitive in our ever-evolving world. 

Common challenges and solutions with enterprise help desk

Running into problems with your enterprise help desk solution? Let’s take a look at some of the common problems tha enterprise help desk users are facing… 

• Integration issues – Wondering how to ensure smooth integration with existing systems? You are in the right place. Integration issues are a common concern with enterprise help desk systems, so it is crucial to choose a provider like Atera that has integrations built in – and better yet, 24/7 live support if something does go wrong. 
• User adoption – Ensuring proper usage among staff can be another hurdle. Hosting routine training events and skill refresher courses is a great way to ensure that everyone is getting the most out of an enterprise help desk product. Professional development and fostering a culture of continuous learning are key!
• Maintaining security – When you use an enterprise help desk system, it is imperative to ensure the product is secure and compliant with regulations. At Atera, cybersecurity is a top priority for our all-in-one helpdesk and RMM product. Staying on top of patch management and ensuring all of your network assets are up to date is an important component of maintaining a holistic picture of overall security. 

How are enterprise help desks evolving?

In the past few years, enterprise help desks have undergone significant changes. With the recent introduction of artificial intelligence and other smart automations, efficiency has been improved and the capabilities of enterprise help desks have only grown. So what changes have we seen in this space… and what should you look for in up-to-date, modern tools?  

AI and machine learning

Recently, AI has taken on a larger role in predictive analytics and automated support. Now, the most banal tasks associated with ticketing and help desk services can be transformed by natural language AI tactics and automations that improve the overall experience for customers and technicians alike. 

For example, a back-and-forth exchange that might have previously taken up hours of an IT technician’s day can now be conducted through AI, which can then provide a summary of the user needs for the IT pro to address. 

AI capabilities for enterprise help desks even extend so far as smart scripting and entirely automated ticket resolution for more simple requirements. AI is changing the help desk game like never before!

Remote work support

As workforce trends shift more and more toward remote work, enterprise help desk tools have similarly shifted to reflect these trends. Nowadays, ticketing and help desk systems are set up to support users no matter where they are, with integrations like AnyDesk (which comes free with Atera). Anydesk allows IT professionals remote control of another person’s screen in order to help troubleshoot an issue. 

Self-service options

Additionally, users have growing preferences for self-service options in terms of enterprise help desk support. Asynchronous resources and interactions with AI-powered chatbots can help resolve issues without needing to get a high-powered IT tech involved.

Overall, the world of enterprise help desk solutions is changing – and it is crucial to find a help desk provider who is keeping up with these changes. At Atera, we promise to do all of that and then some. We are committed to continually perfecting our flexible, scalable product to service enterprise businesses just as well as startups, growth-stage companies, and everyone in between.

Start your help desk on the right foot with Atera

Now that you understand what an enterprise help desk is, its function, and how to get started, you’ll need to decide how you’re going to implement one in your business. And as we’ve learned, selecting a help desk software is one of the biggest decisions you’ll make when you start your enterprise help desk.

Well, good news! At Atera, we’re committed to providing the best system on the market and removing all barriers-to-entry for our customers. That’s why we offer a 30-day free trial, so that you can take our help desk software for a spin, and see just how efficient enterprise IT support can be before you’ve even paid a dime.