IT support is the backbone of every modern business. And when we talk about IT support tools, we could mean a whole range of things. These tools used in IT support might include essential software, must-have skills for every IT pro, or even the trusty physical tools that no techie should be without.
Of course, the star of the show is usually IT support software. In this post, we’re breaking down the 10 most valuable IT support tools every tech support professional should have in their arsenal—from ticketing systems to remote desktop solutions. We’ll even throw in some examples, like InvGate Service Management, for those of you on the hunt for the perfect fit for yourself or your organization.
Ready to gear up? Let’s dive in!
What is an IT support tool?
At its core, an IT support tool is any application, platform, or software that assists IT professionals in managing, troubleshooting, and resolving technical issues within an organization. These tools can range from simple applications that streamline internal communication to sophisticated platforms that manage entire IT infrastructures. The purpose of IT support tools is to simplify the management of IT services, ensuring that the systems, applications, and networks under the team’s control operate efficiently and securely.
In addition to problem-solving, IT support tools play a preventive role by providing real-time insights into the health of a system. For example, monitoring tools can alert IT professionals to potential issues before they escalate, allowing them to take proactive measures. Likewise, Asset Management tools keep track of all hardware and software used across the organization, making it easier to manage upgrades, patches, and troubleshooting.
By leveraging these tools, organizations can ensure the continuity of their business operations, maintain a high level of security, and improve the experience for end users. IT support tools are indispensable for any organization that values uptime, security, and operational efficiency.
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10 essential tools for IT technicians
Choosing the right tools for IT support is one of the most critical decisions an IT department can make. With the right software, teams can streamline their workflows, resolve issues faster, and provide higher-quality support to their users. On the other hand, a poor choice of tools can slow down response times, increase operational costs, and cause frustration for both the IT team and end users. It’s essential to assess the organization’s needs and select tools that align with its goals, user base, and infrastructure.
Below, we explore the different categories of IT support tools that are essential for building a high-performing IT support environment. Understanding the capabilities of each type of tool will help your team make informed decisions about which solutions are right for your organization.
1. Ticketing systems
Ticketing systems are fundamental to IT support because they serve as the backbone for managing user requests and incident resolution. These tools allow IT teams to log, categorize, prioritize, and track issues from submission to resolution. Every IT department needs a robust ticketing system to manage the volume of support requests efficiently and ensure that nothing slips through the cracks.
Some advanced ticketing systems come with automation features, such as automatic ticket assignment to the appropriate team members or sending status updates to users. Additionally, integrations with other tools, such as knowledge bases or Asset Management platforms, make ticketing systems even more valuable. With these tools, teams can handle large volumes of requests without losing track of important details.
Examples:
- InvGate Service Management: A user-friendly IT ticketing system with automation, customizable workflows, and powerful reporting features.
- Jira Service Management: A comprehensive service desk solution that integrates well with other Atlassian products.
- Zendesk: Known for its ease of use and customer-facing features, Zendesk provides IT support teams with a flexible ticket management platform.
- Freshservice: A cloud-based service desk that supports IT service management (ITSM) functions and Asset Management.
- ManageEngine ServiceDesk Plus: A feature-rich IT helpdesk tool designed for large enterprises.
10 Best Ticketing Systems in 2024: Analysis And Features
2. Remote Monitoring and Management (RMM)
Remote Monitoring and Management (RMM) tools are essential for IT teams that need to maintain and monitor the health of IT systems without being physically present. These tools provide IT teams with real-time data on system performance, security vulnerabilities, and network issues. RMM software can monitor servers, workstations, mobile devices, and networks, ensuring that IT teams are aware of potential issues as they arise.
RMM tools are especially valuable for managed service providers (MSPs) and large organizations with distributed systems. They help reduce downtime by allowing IT teams to address issues proactively, often before they impact end users. Many RMM tools also offer remote access features, allowing technicians to troubleshoot and fix problems without being onsite.
Examples:
- SolarWinds RMM: A comprehensive tool offering real-time monitoring, patch management, and automated maintenance.
- Atera: A cloud-based RMM solution designed for MSPs and IT professionals, with features for billing and customer relationship management
- NinjaRMM: A fast and intuitive RMM tool focused on simplifying remote IT management.
- Datto RMM: Offers cloud-based remote monitoring with real-time tracking and security features.
- Kaseya VSA: An integrated RMM and endpoint management solution for automating IT tasks.
What is Remote IT Support? Definition, Scope, and Tools
3. Network monitoring tools
Network monitoring tools help IT teams keep track of the performance and security of their networks. They provide visibility into network traffic, bandwidth usage, device health, and connection stability, allowing IT professionals to quickly identify and resolve bottlenecks. These tools can also alert the team to abnormal activity or potential security threats, enabling rapid responses to prevent network downtime.
As networks grow in size and complexity, monitoring tools become increasingly critical. They allow IT teams to ensure that everything, from switches to routers and firewalls, is functioning as expected. These tools can be configured to automatically trigger alerts or even take predefined actions when certain thresholds are exceeded, helping to maintain network stability and security.
Examples:
- PRTG Network Monitor: An all-in-one network monitoring tool with customizable sensors and real-time data visualization.
- Zabbix: An open-source monitoring solution that tracks network health, performance, and capacity.
- Nagios: One of the most popular network monitoring platforms, known for its extensive community support and flexible configuration options.
- Wireshark: A packet analysis tool that provides detailed insight into network traffic, helping IT teams troubleshoot and optimize network performance.
- Spiceworks: A free network monitoring tool with features tailored for small to medium-sized businesses.
Network Flow Monitoring: Enhancing Network Security and Performance
4. Knowledge base software
A knowledge base is a repository where IT teams store and organize important information about the systems they support. These platforms house everything from troubleshooting guides to frequently asked questions (FAQs) and operational procedures. With a robust knowledge base in place, IT teams can help users resolve common issues independently, reducing the number of support requests.
Knowledge base software enables teams to document resolutions for future reference, ensuring that information is readily available when needed. This improves response times, as IT professionals don’t need to search through old tickets or documentation to find solutions. Additionally, knowledge bases are a great tool for onboarding new employees, as they provide them with a single source of truth for all operational knowledge.
Examples:
- Confluence: A popular knowledge management tool for IT teams to create, share, and collaborate on internal documentation.
- Zendesk Guide: A knowledge base tool that integrates seamlessly with Zendesk’s helpdesk software to streamline ticket management.
- Freshdesk Knowledge Base: Provides IT teams with a central location to store how-to guides, troubleshooting steps, and FAQs.
- Guru: A real-time knowledge sharing tool that integrates with other platforms like Slack and Microsoft Teams.
- Document360: A dedicated knowledge base tool that makes it easy to create, categorize, and share internal and external documentation.
Knowledge Base Articles: Tips, Tricks, and Templates
5. Asset Management tools
IT Asset Management (ITAM) tools track hardware, software, licenses, and other technology assets throughout their lifecycle. These tools are essential for organizations that want to optimize asset utilization, prevent over-purchasing, and manage compliance with software licensing agreements. An effective ITAM tool allows IT teams to know exactly what assets are in use, where they are located, and when they need maintenance or replacement.
Asset Management tools also help with budgeting, as they provide visibility into how resources are allocated and where additional investments may be needed. They often integrate with other IT support tools, such as ticketing systems, to provide context for support requests related to specific hardware or software.
Examples:
- InvGate Asset Management: A powerful IT Asset Management solution that helps teams track and manage hardware, software, and licenses in real time.
- Snipe-IT: An open-source Asset Management platform that’s easy to use and highly customizable.
- Freshservice ITAM: A comprehensive Asset Management tool that integrates with Freshservice’s service desk software.
- Lansweeper: An IT Asset Management platform that provides detailed information on every device connected to the network.
- ServiceNow IT Asset Management: A feature-rich platform that manages asset lifecycles, tracks compliance, and optimizes IT spending.
6. Patch management tools
In today’s fast-moving threat landscape, keeping systems and applications updated with the latest security patches is critical. Patch management tools automate the process of identifying, downloading, testing, and installing patches for operating systems, software, and applications. By automating this process, IT teams can ensure that vulnerabilities are addressed promptly without disrupting business operations.
Patch management tools also provide reporting features that help IT teams track which systems have been updated and which still need attention. This level of visibility ensures that no device is left unprotected and that the organization complies with industry regulations and best practices.
Examples:
- SolarWinds Patch Manager: A comprehensive tool that helps IT teams manage patches across Windows and third-party applications.
- Ivanti Patch: Provides automated patch management for both on-premises and cloud environments.
- ManageEngine Patch Manager Plus: A versatile tool that automates the entire patching process for Windows, macOS, and Linux environments.
- PDQ Deploy: A patch deployment tool that makes it easy to push updates across multiple systems simultaneously.
- GFI LanGuard: An all-in-one patch management and network security scanning solution.
A Step-by-step Guide to Implementing a Patch Management Process
7. Endpoint security solutions
Endpoint security tools protect devices like desktops, laptops, smartphones, and tablets from various cyber threats, including malware, ransomware, and phishing attacks. As organizations increasingly adopt remote work and bring-your-own-device (BYOD) policies, the number of endpoints that need protection has grown significantly. Endpoint security tools provide IT teams with visibility into the security status of all devices connected to the network, ensuring that threats are detected and mitigated before they cause harm.
These tools can also provide features such as encryption, device control, and remote wipe capabilities, giving IT teams additional layers of protection in case a device is lost or compromised. With the right endpoint security tools in place, organizations can reduce the risk of data breaches and ensure compliance with security regulations.
Examples:
- Symantec Endpoint Protection: A robust endpoint security solution with advanced threat detection and prevention features.
- CrowdStrike Falcon: A cloud-based endpoint security platform that uses AI and machine learning to detect and respond to threats in real time. CrowdStrike Falcon outage on July, 2024, was caused by a coding error in a security update, crashing millions of Windows devices.
- Bitdefender GravityZone: Provides comprehensive endpoint protection with antivirus, anti-malware, and anti-phishing capabilities.
- McAfee Endpoint Security: An endpoint protection platform that offers advanced threat prevention and centralized management.
- Sophos Intercept X: A powerful endpoint security tool that uses deep learning technology to identify and block zero-day attacks.
Introduction to Endpoint Management: Definition, Benefits, and Tools
8. Backup and recovery tools
Backup and recovery tools ensure that data is protected and can be restored in the event of data loss, corruption, or disaster. These tools automate the process of creating backups of important files, databases, and systems, allowing IT teams to recover lost or damaged data quickly. Backup and recovery solutions are critical for minimizing downtime and ensuring business continuity in the face of unexpected events such as hardware failures, cyberattacks, or natural disasters.
Modern backup and recovery tools often include features like deduplication, encryption, and cloud storage integration, making it easier for IT teams to manage large amounts of data efficiently. These tools also provide reporting features that give visibility into backup status, ensuring that all critical data is protected.
Examples:
- Veeam Backup & Replication: A popular backup and disaster recovery solution that supports both physical and virtual environments.
- Acronis Cyber Backup: Offers backup and recovery services for a wide range of platforms, including Windows, macOS, Linux, and cloud environments.
- Carbonite: A cloud-based backup solution that automates data protection for small and medium-sized businesses.
- Backblaze: A simple, affordable cloud backup solution for individuals and businesses alike.
- Druva: A cloud-native data protection platform that offers backup, recovery, and archival services for enterprise environments.
9. Remote desktop tools
Remote desktop tools allow IT professionals to access and control devices remotely, enabling them to provide support without needing to be physically present. These tools are particularly useful for distributed teams and organizations with remote workers, as they allow technicians to troubleshoot and resolve issues quickly, regardless of location. Remote desktop tools often come with additional features such as file transfer, chat, and multi-monitor support, making them versatile solutions for IT support.
By using remote desktop tools, IT teams can reduce the time it takes to diagnose and resolve issues, resulting in improved productivity and customer satisfaction. These tools also make it easier to provide remote IT support during off-hours or when onsite visits are impractical.
Examples:
- TeamViewer: A leading remote desktop solution with support for cross-platform access and secure file transfer.
- AnyDesk: A fast and secure remote desktop tool that allows IT teams to access and control devices from anywhere.
- RemotePC: A cloud-based remote desktop solution that offers affordable plans for both individuals and businesses.
- LogMeIn: A feature-rich remote desktop tool with additional capabilities like remote printing and multi-monitor support.
- Splashtop: A remote desktop tool designed for IT support teams, with features for unattended access and file transfer.
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10. Communication and collaboration tools
Effective communication is crucial for IT support teams, especially when resolving complex issues that require input from multiple team members. Communication and collaboration tools allow IT professionals to stay connected, share information, and collaborate in real time. Whether it’s through instant messaging, video conferencing, or file sharing, these tools make it easier for teams to work together to resolve problems quickly.
Collaboration tools also help IT teams communicate with other departments, ensuring that everyone is on the same page when it comes to IT priorities and initiatives. In many cases, these tools integrate with ticketing systems and other IT support tools, providing a seamless workflow for IT teams.
Examples:
- Slack: A popular team communication platform that integrates with various IT tools and allows teams to collaborate in real time.
- Microsoft Teams: A powerful collaboration tool with features for chat, video conferencing, file sharing, and integration with Microsoft 365.
- Zoom: A leading video conferencing platform that enables remote IT support teams to communicate and collaborate effectively.
- Cisco Webex: A comprehensive communication platform with video conferencing, messaging, and file-sharing features.
- Google Workspace: A suite of productivity tools that includes Gmail, Google Docs, Google Drive, and Google Meet for team collaboration.
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Our top 5 tools used in IT support
With a wide variety of IT support tools available on the market, choosing the best ones for your organization can be a daunting task. To help simplify the process, we’ve curated a list of our top five tools that can significantly enhance your IT support operations.
1. InvGate Service Management
InvGate Service Management is an all-in-one solution for managing IT support requests. With its user-friendly interface, automation features, and customizable workflows, this tool makes it easier for IT teams to handle large volumes of support tickets efficiently.
Its advanced reporting and analytics features provide insights into the performance of the IT team, helping organizations identify areas for improvement.
InvGate Service Management's key features:
- Easy-to-use interface.
- Automation for repetitive tasks.
- Customizable workflows.
- Real-time reporting and analytics.
- InvGate Service Management integrations with other IT tools.
2. SolarWinds RMM
SolarWinds RMM is a comprehensive remote monitoring and management tool that provides real-time visibility into the health of IT systems. It allows IT teams to proactively manage and maintain their infrastructure, reducing the likelihood of downtime and improving system performance.
With features like automated maintenance and security patching, SolarWinds RMM is a valuable asset for any IT support team.
SolarWinds RMM's key features:
- Real-time monitoring of servers and networks.
- Automated maintenance tasks.
- Patch management.
- Customizable alerts and notifications.
- Comprehensive reporting.
3. PRTG Network Monitor
PRTG Network Monitor by Paessler is one of the most versatile network monitoring tools available. It offers customizable sensors that can monitor various aspects of network performance, including bandwidth usage, device health, and traffic patterns.
PRTG provides real-time insights into the health of an organization’s network, helping IT teams address potential issues before they affect performance.
PRTG Network Monitor's key features:
- Bandwidth and traffic analysis.
- Customizable dashboards and sensors.
- Real-time alerts.
- Support for various network protocols.
- Scalable for organizations of any size.
4. TeamViewer
TeamViewer is a leading remote desktop solution that allows IT professionals to access and control devices from any location. This tool is ideal for providing remote support to users, as it enables IT teams to troubleshoot issues quickly without needing to be physically present.
TeamViewer’s high-security standards and ease of use make it a trusted choice for IT departments around the world.
TeamViewer’s key features:
- Cross-platform remote access
- Secure file transfer between devices
- Multi-user sessions
- Intuitive user interface
- High-level encryption for secure connections
5. Confluence
Confluence is a powerful knowledge base tool that helps IT teams store, organize, and share important information. It’s designed to facilitate collaboration, allowing teams to build detailed documentation, troubleshooting guides, and internal wikis.
Confluence’s integration with other Atlassian products makes it an excellent choice for organizations using tools like Jira Service Management.
Confluence’s key features:
- Centralized document storage.
- Real-time collaboration.
- Integration with other IT tools.
- Customizable templates for documentation.
- Easy-to-use interface.
Reddit’s take: why communication and personality are must-have tools for IT technicians
In a lively Reddit discussion on r/ITCareerQuestions, professionals debated the essential tools every IT support specialist should have. While much of the focus was on software and hardware, several insightful comments emphasized the importance of soft skills, like communication and personality, as indispensable tools in the IT technician's toolkit. These insights highlight that being technically adept is only half the battle; the way you interact with users and colleagues can make or break your success.
Strong communication skills enable IT technicians to bridge the gap between technical problems and non-technical users. Whether it’s calming down a frustrated employee or explaining a complex issue in layman’s terms, clear and empathetic communication fosters trust and ensures smoother resolutions.
Likewise, traits like patience, positivity, and empathy are invaluable when dealing with high-pressure situations or repetitive questions, turning challenging interactions into opportunities to build rapport and create a supportive work environment. These "human tools" are just as critical as the technical ones.
The connection between IT support tools and tools for customer service
While IT support tools and tools for customer service may seem like they belong to separate realms, they are often closely connected. Both aim to improve user experiences, streamline problem resolution, and ensure smooth operations—whether for internal employees or external customers. Many IT support tools, like ticketing systems, knowledge bases, and remote access platforms, can also serve as tools for customer service, making them versatile and valuable for both domains.
For example, a robust ticketing system is essential for IT teams to manage incidents and requests efficiently, but it is equally crucial for customer service teams to handle queries and complaints. Similarly, knowledge bases serve IT teams by providing solutions for internal issues, while they empower customer service teams to offer self-service options to end users. This overlap highlights how shared functionalities can drive efficiency across IT and customer-facing departments, ensuring consistent and high-quality support throughout the organization.
Customer Service Acronyms: A Guide to Understanding
Conclusion
The tools used in IT support are crucial for the success of any organization’s IT department. From ticketing systems to network monitoring and remote desktop tools, each category of software plays an essential role in ensuring that IT teams can work efficiently, reduce downtime, and improve customer satisfaction.
With the right tools, IT departments can streamline their workflows, automate routine tasks, and address technical issues proactively. As technology continues to evolve, staying up to date with the latest tools and solutions is critical for maintaining a high-performing IT support environment.
Frequently Asked Questions (FAQs)
1. What is the most important tool for IT support teams?
The most important tool for IT support teams depends on the specific needs of the organization. However, a robust ticketing system is often considered essential, as it helps manage and prioritize user requests efficiently.
2. Why are remote monitoring tools necessary?
Remote monitoring tools are necessary because they allow IT teams to track the health and performance of systems in real time. They help identify potential issues before they escalate, minimizing downtime and improving overall system performance.
3. How do knowledge base tools benefit IT support teams?
Knowledge base tools benefit IT support teams by providing a centralized repository for documentation, troubleshooting guides, and FAQs. This allows teams to resolve issues faster and reduces the number of repetitive support requests from users.
4. Can Asset Management tools help with compliance?
Yes, Asset Management tools can help with compliance by tracking software licenses and ensuring that the organization adheres to licensing agreements. They also provide visibility into the location and status of all IT assets, making audits easier.
5. How do patch management tools improve security?
Patch management tools improve security by automating the process of identifying, testing, and applying patches for software vulnerabilities. This ensures that systems are protected against known threats, reducing the risk of security breaches.
