IT Support Tools & Helpdesk Software Every Business Should Be Using

Whether you’re a corporate IT manager or a tech-savvy small business owner, the top IT support tools can streamline operations and optimise outcomes.

From service desk software to monitoring tools, there are plenty of business IT management applications to choose from. We’re covering the top contenders available in Australia today.

Why IT Support Tools Are Essential for Businesses

IT support is critical to business success. Custom-built IT support tools offer a range of benefits for businesses, from streamlining operations to bolstering productivity and minimising downtime.

While some Australian companies might survive without essential IT support software, expenses would skyrocket, and day-to-day operations would slow to a crawl. These extra costs and lost productivity ultimately result in lower profits.

But it’s not enough to have IT support tools in place; they must align with your unique business needs. Here’s how the right IT support tools can help your company thrive:

• Streamlined operations: Automation can make workflows faster, while helpdesk tools and ticketing systems prioritise critical tasks for you.
• High-level collaboration: Teams can communicate and share data more easily with on-site and off-site employees.
• Minimising downtime: The bestIT tools for businesses can monitor systems for you so staff can respond to problems as they arise.
• Better security: Enterprise-level anti-virus programs protect company networks from hacks and malicious code.
• Remote troubleshooting: Remote IT solutions let technicians resolve issues from anywhere at any time.

Best Tools for Remote IT Support

Also known as remote access software, these handy tools let a technician take over a computer remotely to troubleshoot issues from anywhere. That means this skilled, highly-paid professional doesn’t need to travel on-site, which saves your business money.

A wide range of remote IT tools for small businesses caters to companies with varying needs.

TeamViewer: Best for individuals/home users

Simple, user-friendly, and free for non-commercial use, TeamViewer is a hit among home users. If you need to help someone with ad-hoc IT support, this is a nice, easy option. Affordable paid plans are available for sole traders and small businesses.

Remote PC: Best for small businesses

Australian companies with limited IT budgets need an affordable remote access solution. Remote PC delivers with its simple, browser-based interface and drag-and-drop file transfer system. Audio chats are available, but there’s no video call feature.

LogMeIn Pro: Best for Enterprises

For big businesses with expansive networks and complex requirements, LogInMe Pro offers excellent value, despite the higher price tag. This well-regarded program has several features that its competitors lack. Examples include multi-monitor support, remote printing, unlimited users, cloud storage, and a free anti-virus and password manager.

Top Monitoring and Management Tools

IT monitoring and management tools collect data, identify bottlenecks, and track database, network, and server performance in real time. The software also automates complex patching processes and helps management plan future capacity upgrades.

The overarching purpose is to help IT teams better manage projects, processes and systems.

SolarWinds Network Performance Monitor (NPM): Best for network monitoring

For IT departments seeking to optimise network performance, this well-respected platform is a must. SolarWinds has earned a stellar reputation for its elite monitoring and diagnostics capabilities, as well as advanced features like automated network discovery. 

New Relic: Best for Application Performance Monitoring (APM)

New Relic suits companies seeking detailed performance data on an existing application. The all-encompassing APM boasts real-time user monitoring, a customisable dashboard with reporting, and transaction tracing. That gives developers meaningful insights and helps them scale with rapid growth.

Datadog: Best for infrastructure monitoring

Developed by DevOps, DataDog is a robust cloud-based analytics and monitoring platform. Easy integration, instant alerts, real-time monitoring, and AI-powered anomaly detection make it a cut above the rest. IT managers seeking a powerful cloud analytics tool with built-in collaboration capability should give DataDog a look.

Help Desk and Ticketing Systems: A Comparison

The best IT service desk and ticketing systems streamline support requests by automatically logging, prioritising, tracking, and resolving issues. Most have comprehensive knowledge bases (like user manuals or guides) and self-service portals so staff can resolve their own problems.

Help desk programs improve IT efficiency, reduce downtime, and enhance user satisfaction. We’ve compiled a table of the top help desk and ticketing systems for Australian businesses.

App	Key Features	Pros	Cons	Pricing (AUD)	Best For
ServiceDesk Plus	ITIL modules, CMDB, asset tracking	Affordable, ITIL-ready	Clunky interface	$15–$40/user/month	Small, budget-conscious IT teams
Freshservice	Automation, asset management	Nice UI, easy installation	Limited customization	$35–$70/user/month	SMBs seeking affordable IT support
SolarWinds	Asset management, SLA tracking	Potent asset tools	Dull UI, hard to master	$40–$85/user/month	Mid-sized IT teams with asset-heavy requirements
Jira Service Management	DevOps integration, issue tracking	Ideal for agile teams	Steep learning curve	$40–$90/user/month	Tech teams, DevOps, software companies
Zendesk	Ticketing, live chat, knowledge base	User-friendly, scalable	Expensive, complex setup	$60–$120/user/month	Large teams, multi-channel support

How to Choose the Right IT Support Tools for Your Business

Not all productivity tools for IT teams suit every business. To find the perfect fit, you must analyse your unique business needs, including day-to-day workflows, security requirements, and future scalability.

Next, research the top contenders to compare their key features, user interface, industry reputation, and pricing plans. Seek personal recommendations from other IT managers and legitimate customer reviews.

Get Reliable IT Support with Geeks2U

IT Support Tools can help you manage your business more efficiently. But Aussie SMBs with tiny IT departments often need human expertise through on-site or remote IT support.

Geeks2U offers bespoke IT support services to small businesses throughout Australia. Our Geeks can help you pick the perfect IT support tools, too. Contact us today.

FAQ

• 1. What are the top IT support tools for businesses?

  ZenDesk, FreshDesk, and Jira are among the best IT support services for business.

• 2. Which is the best IT service desk software for businesses?

  ZenDesk is the best IT service desk software, but it’s also among the most expensive.

• 3. How do IT ticket systems improve business efficiency?

  IT ticketing systems automate receiving, prioritising, and allocating support tickets to improve IT efficiency.

• 4. What are the best remote IT support tools?

  The best remote IT support tools include TeamViewer, Remote PC, and LogMeIn Pro.

• 5. How can businesses choose the right IT support tools?

  Businesses should analyse their requirements and compare the top options, factoring in features, the UI, pricing, reputation, and support.