How IT Helpdesk Services Can Help Lawyers
Technology adoption occurs at varying degrees of speed. Many industries, like business services and healthcare, tend to stay on the cutting edge of new, emerging solutions.
However, in the legal space, the rate of adopting new technologies has been considered slower as compared to other industries. As digital transformation continues to be a primary focus area for companies of all sizes, the shift toward faster legal tech adoption is starting.
Gartner’s 2021 State of the Legal Function report found that a staggering 48 percent of legal leaders plan to invest in e-billing technologies within a year. What’s more, projections confirm these shifts toward new legal technology. Most notably, legal departments plan on increasing technology spending threefold by 2025.
This increased focus on adopting new legal technologies, along with the rise in cybersecurity concerns in the legal space, suggest that law firms are in need of additional IT support.
One of the most impactful ways to enhance legal IT is to deploy an IT helpdesk.
What Is an IT Helpdesk?
An IT helpdesk is a service that provides support to users of technology products or services. Helpdesks are usually operated by IT professionals who are experts in using a specific product or service.
Many times, an organization will have a centralized helpdesk that all employees can call when they need assistance with something. Other businesses may use a helpdesk specific to each department within an organization.
An IT helpdesk can provide support to legal teams in many different ways. They can offer troubleshooting assistance, advice on how to use certain features of software tools, and help with technical issues that result in costly downtime. Helpdesks often include a knowledge base of common problems and solutions that IT professionals can refer users to.
In some cases, they may also be able to provide direct support through remote access tools. The level of support that an IT helpdesk can provide will vary depending on the organization and the product or service being used.
When implementing an IT helpdesk, organizations rely on either an in-house IT team or managed IT service providers to help address all internal issues. To effectively and efficiently deliver on helpdesk IT services, teams use helpdesk software.
What Are the Benefits of Managed Helpdesk?
Helpdesk services offer several benefits for businesses, including:
- Improved customer and employee satisfaction: Managed helpdesk services can help businesses quickly resolve issues that both customers and employees experience, leading to higher levels of customer satisfaction and employee satisfaction.
- Reduced support costs: Businesses save money on customer support by reducing the need for live support agents.
- Increased productivity: Helpdesk services can help businesses increase their overall productivity by automating repetitive tasks and freeing up customer support agents to focus on more complex issues.
- Improved collaboration: Helpdesk services can help businesses improve their internal collaboration by allowing support agents and other employees to share information and work on resolving issues together.
It’s important to invest in the right helpdesk solutions to realize the maximum benefit of them.
How Managed IT Helpdesk Services Work
Managed IT helpdesk services are a type of outsourced IT support that businesses can use to supplement their internal IT support staff. Typically, service providers offer 24/7/365 support to businesses by telephone, email, and chat.
Services are typically offered as a subscription service, with pricing based on the number of users and the level of support required. It can be a cost-effective method for law firms to improve their IT support infrastructure without incurring the costs of hiring additional staff.
4 Benefits of IT Helpdesk Services for Lawyers
Law firms see advantages across multiple areas of their business when investing in IT helpdesk services. The most notable benefits include the following:
Improve the Client and Employee Experience
Employees and clients alike don’t want to spend time fumbling around through glitchy software solutions. Even worse, if they don’t know who to contact about fixing an issue, they will feel abandoned, left to fend for themselves.
With experts at your side, your law firm won’t have to worry about frustrated employees who struggle to complete their tasks or angry clients who start to question your reputation.
Both clients and employees alike deserve a seamless experience. With IT helpdesk services, users know exactly what to do when they face a problem with your technology.
For example, if your lawyers’ case management tools are not syncing with their calendaring software, they can submit a ticket to the helpdesk to get IT support immediately. This way, downtime is minimal and they can resume effectively managing their cases and keeping their schedule organized.
Reduce Costs of Internal Legal IT Support
Instead of having to build a large team of IT professionals that need to focus on troubleshooting problems, law firms can start with a small investment upfront. The cost of maintaining a large internal IT team can be astronomical when you consider compensation costs, including salaries and benefits.
Plus, turnover in IT departments can increase the spend on your internal team. In fact, research from Gallup found that replacing an employee can cost 50 percent to two times the amount of the annual salary of that employee.
Managed IT helpdesk service providers provide predictable, smaller costs on a monthly basis. By knowing exactly how much you’re spending every month on legal IT support, you can stick to a set budget and track this recurring expense easily.
Reduce Downtime and Prevent Data Loss
When it comes to legal IT, downtime can be one of the most frustrating (and expensive) situations. Law firm professionals are left waiting for their systems to get back online and operating correctly. They lose momentum, and they may even risk losing important data and information if a program malfunctions.
For instance, if a paralegal is reviewing and editing legal documents in your document management system and your software crashes, the edits they completed may not be saved or backed up correctly.
Professional helpdesk services equip you with the expert team you need to reduce downtime as much as possible. They’re acting as an extension of your law firm, and most managed service providers hire teams of experienced, certified IT professionals. So you get instant access to advanced IT professionals who don’t need to be trained by your internal management teams.
What to Look for When Finding an IT Helpdesk Service Provider for Your Law Firm
It’s overwhelming when you decide to look for managed service providers (MSPs) who offer IT helpdesk services. Consider the following factors before signing a contract:
- Coverage: Many MSPs offer 24/7/365 coverage to ensure that your firm can get the support they need when they need it.
- Tiered Pricing: Pricing structures should make sense for your legal IT budget, and many providers offer flexible service levels that can make sense for law firms of any size.
- Features: Several MSPs offer a wealth of features, like remote monitoring and on-site support options, so look for providers that fit your unique needs.
- Service Level Agreement: The service level agreement (SLA) outlines the terms of service and the expectations for support, which can include guaranteed response times and ticket resolution goals.
- Customer satisfaction: The IT helpdesk service provider should have a proven track record of delivering high levels of customer satisfaction, so look for client testimonials and reviews.
Keep these factors in mind as you explore options for helpdesk providers.
Get a Managed Helpdesk Service Provider Now
Stay proactive in helping your employees overcome legal IT headaches by hiring the best helpdesk providers in the New York region. Converged Technology Group helps you stay secure, fighting cybercriminals with robust monitoring options and preventing downtime, thanks to our proprietary Assist360° solution.
Learn more about how our IT helpdesk services enhance your productivity and reduce your team’s tech headaches. Focus on delighting your clients and winning cases with peace of mind.