If your business is like most, it doesn't stop when “normal business hours” do. You and your staff expect support whenever needed, not just during the traditional nine-to-five.
Whether it’s a 3:00 a.m. order or a critical system failure on a Sunday, waiting for your IT team to return to the office simply isn’t an option for most organizations. This is where 24/7 help desk support becomes indispensable.
But what does 24/7 help desk support truly mean? Let’s explore what it is and why your business may need round-the-clock service.
Definition of true 24/7 help desk support
A 24/7 help desk means having IT support available at any time of the day or night, every day of the week. But while this sounds straightforward, not all providers deliver the same level of service.
On-call support
Some IT support providers offer help desk service only during business hours, but have an on-call technician available in case of an emergency. This can be a cost-effective approach where you are billed for emergency support separately from your regular help desk services, but not need full-service 24/7 help desk service for the occasional after-hours need.
Basic support vs. full-service 24/7 help desks
Some IT support providers offer help desk service only during business hours, but have an on-call technician available in case of an emergency. This can be a cost-effective approach where you are billed for emergency support separately from your regular help desk services, but not need full-service 24/7 help desk service for the occasional after-hours need.
In contrast, a full-service 24/7 help desk includes live technicians who are available at all hours. Whether you’re locked out of your account or dealing with a major outage, real experts are ready to help you quickly solve your issues.
Bots vs. live support
Chatbots can help with simple FAQs, but they can’t handle complex technical issues. When your systems go down or something breaks, most of the time you need a human expert to troubleshoot and resolve the problem.
Live support gives you direct access to a qualified support professional who's available to help quickly when something goes wrong.
How your business benefits from 24/7 IT support
Investing in round-the-clock support offers many benefits, including:
Less downtime
Every minute your systems are down, you're losing money. A 24/7 help desk starts working on the problem quickly, reducing staff downtime and its financial impact.
Increased productivity
The quicker your employees receive resolutions to their IT issues, the faster they can get back to work. This eliminates lost hours spent waiting for password resets or software glitches to be fixed, ultimately boosting productivity.
Happier customers
When your email isn’t working or a customer-facing app fails, a 24/7 help desk technician is there to address the issue. Quick action allows you to quickly resolve issues that may be customer-facing, keeping your customers happy and loyal.
Support for a global and remote workforce
The modern workplace is no longer bound to a single office. With employees working remotely and clients located across the globe, your support needs to be just as flexible.
Rapid emergency response
Emergencies don’t follow office hours. Whether it’s a cybersecurity breach or a system crash, your business can’t afford to wait for help. With a 24/7 help desk, you can expect assistance when you need it most. Critical problems are swiftly escalated to senior technicians, who have the expertise to contain threats, resolve issues, and protect your sensitive data.
The Fidelis commitment: Real support, real people, 24/7
At Fidelis, we don’t just log tickets; we solve problems. Our 24/7 help desk is staffed by experienced technicians who are always ready to support your business. With us as your partner, you don’t just get IT help — you also gain peace of mind. Reach out to us to get started.
