Why Microsoft Teams Is the Ideal IT Helpdesk Solution

The best IT helpdesk solution might be the one you haven’t even considered, even though it’s right in front of you: Microsoft Teams. By integrating the helpdesk into Teams, which employees are already using for their daily work, you can ensure a smooth helpdesk experience that resolves issues quickly and helps employees to stay productive.

The IT department solves problems that range from quick fixes to overarching issues around hardware, security, connectivity, and access. For employees to stay productive, they must be able to contact the IT helpdesk from any device and place quickly, and IT specialists need a tool that enables them to promptly support employees in solving issues.

Turn Microsoft Teams Into an IT Helpdesk Solution

In most organizations, employees already use Teams to talk to each other, so it makes sense for employees to also use the platform to get in touch with IT. With a Teams-based IT helpdesk solution, employees don’t need to contact a specific IT specialist but can reach out to the entire helpdesk team within Teams.

Third-party service desk solutions add features such as call routing, extensive reporting, and integration of ticketing tools to Teams and ensure that employees quickly get coupled with an available IT specialist that can resolve their query.

Multi-Channel IT Help

Employees can find the IT helpdesk through the Teams search bar and start a voice or video call to the service directly inside Teams.

Once connected with an IT expert, both parties can use the entire palette of Teams functionality, including file and screen sharing. IT experts can use these tools to guide employees through fixes and quickly resolve issues, even when they are working remotely.

Find the IT helpdesk through the Teams search bar and start a conversation directly inside Teams.

Contact IT From Anywhere

In some cases, Teams is the reason for the employee’s problem. Or maybe they struggle to log into their device. In these cases, employees need to be able to contact the IT helpdesk from an external device.

By connecting the IT helpdesk to the public switched telephone network (PSTN), the service receives a real phone number. That way, employees can call the service desk from any phone, and IT experts can answer the calls directly inside Teams.

Authentication Made Easy

A big advantage of using Teams for your IT helpdesk is the ease of authentication. Employees log into Teams with their personal accounts, so their details are already known when they call through Teams. It doesn’t matter if they call from their desktop or smartphone – from the office or remotely.

Integrated and Automated Ticketing

The ticketing system tracks the progress of issues and is a crucial element of any IT helpdesk. Directly integrating the ticketing tool into Teams means that IT specialists don’t have to switch applications and can optimize their productivity.

It’s also possible to automate the ticketing in Teams. For example, you can automatically create a ticket or open an existing one when an IT expert receives a call. That way, you can remove repetitive tasks and further increase efficiencies.

Bringing It All Together

Microsoft Teams is the ideal IT helpdesk solution that is already in front of you. With the help of third-party solutions, you can add the necessary functionality required for a fully functional IT helpdesk and use the platform to keep your IT running smoothly.

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