How to Set Up an IT Helpdesk for Your Company

Why Set Up a Helpdesk?

Without a helpdesk, IT requests arrive via email, WhatsApp, phone calls, and walk-ups. Nothing is tracked, nothing is prioritised, and nothing is measured. A helpdesk brings order to chaos.

Step 1: Choose Your Tool

For Indian SMEs with 10-200 employees, look for: email-to-ticket conversion, SLA tracking, asset management integration, knowledge base, and INR pricing. Workro Desk includes all of these starting at ₹599/month.

Step 2: Define Categories

• Hardware (laptop, desktop, printer, server, network)
• Software (installation, configuration, licence)
• Access (new account, password reset, permission change)
• Network (WiFi, VPN, internet, firewall)
• Facilities (AC, power, furniture, cleaning)

Step 3: Set SLAs

Start with simple SLAs: P1 (4 hours), P2 (8 hours), P3 (24 hours), P4 (5 days). Adjust based on actual performance after one month.

Step 4: Train Your Team

15-minute training for agents on: ticket handling, communication standards, escalation rules, and knowledge base contribution.

Step 5: Launch and Iterate

Launch to one department first. Gather feedback. Fix issues. Then roll out company-wide.