Guide: Setting Up a Modern IT Support Desk for SMEs
For small and medium-sized enterprises (SMEs), providing efficient IT support isn’t just a nice-to-have — it’s a critical pillar of smooth operations and customer satisfaction. Yet many businesses still rely on scattered emails, informal chats, or calls to manage IT issues, leading to delays, missed tasks, and frustrated users.
Here’s how to set up a modern IT support desk that helps your team work smarter, not harder:
Centralise with a Ticketing System
Implementing a ticketing tool is the foundation of any professional IT support desk. Platforms like Jira Service Management allow you to log, prioritise, and track issues systematically. This ensures every request is accounted for, assigns responsibility, and provides clear timelines for resolution.
Key benefits:
• Visibility over all active and resolved tickets
• Reporting and SLA monitoring
• Accountability across your support team
Build Strong Documentation & Manage Inventory
Without up-to-date documentation, support requests can get bogged down in repetitive troubleshooting. Maintain a central knowledge base of standard procedures, known issues, and step-by-step solutions. Additionally, keep an accurate IT asset inventory – knowing what hardware and software your clients use dramatically reduces resolution time.
Embrace Clients’ Preferred Communication Tools
Clients will always reach out first via the tools they’re most comfortable with — often WhatsApp, email, Microsoft Teams, or even SMS. Rather than forcing them to adapt, your IT support desk should integrate or monitor these channels. This makes your team approachable, responsive, and aligned with the way your clients actually work.
Why It Matters
A modern IT support desk:
• Reduces time to resolution
• Improves client satisfaction and trust
• Helps you scale support operations as your business grows
• Provides data for proactive improvements
Who we are
Established in Malta in 2000, eBusiness Systems is a dynamic organisation that provides bespoke IT support, software development and digital transformation services. Our team of dedicated professionals combines technical expertise with a customer-centric approach, ensuring that each solution is tailored to the unique needs of our clients.
We are proud to support a diverse portfolio of businesses, ranging from small enterprises to large organisations, helping them navigate the complexities of the modern digital landscape.