--- title: How to Avoid an I.T. Help Desk Meltdown description: Read how a large bio-tech's IT team slashed the number of calls to its Help Desk using smart communication tools that sidestep email. image: https://www.snapcomms.com/hubfs/blog-images/it-helpdesk-meltdown.jpg --- # How to Avoid an I.T. Help Desk Meltdown Posted 02 November, 2017 in [IT and Technology](https://www.snapcomms.com/blog/topic/it-and-technology) ![it-helpdesk-meltdown](https://www.snapcomms.com/hs-fs/hubfs/blog-images/it-image-melthdown800x415.png?width=800&height=415&name=it-image-melthdown800x415.png) The risk of an unexpected IT event is always present. A network outage, cyber-attack or unscheduled downtime can strike at any time, to any size organization. When it does, all eyes immediately turn to the IT team. Every employee is after a quick resolution. As each second ticks by, productivity drops while stress levels rocket.   For the IT team, it’s catch-22. They need a clear run to solve the issue, free from interruption. But the reality is just about everyone in the organization is logging tickets and phoning the IT helpdesk, searching for answers. So what can be done to lessen this burden? **How can the IT department be more proactive** **and timely** with their messaging – and at the same time, preserve their reputation internally? The [Interstate Blood Bank IT](https://www.snapcomms.com/case-studies/it-helpdesk-inbound-calls-reduced) team devised an effective strategy for solving this scenario. IT Director Lenny Goodman has implemented a new comms approach which sidesteps email completely – a useful benefit particularly if email is the very thing that is out-of-action! Goodman and his team wanted to improve lines of communication with all 1,400 staff, at more than 30 locations, with pre-emptive cut-through communications. Read how this biotech company dramatically **[boosted open and readership rates of its I.T. comms](https://www.snapcomms.com/case-studies/it-helpdesk-inbound-calls-reduced)** – **from 20% to 80%>** - thanks to high impact messaging tools from SnapComms.   Share This on: - [![Share on facebook](https://www.snapcomms.com/hubfs/assets/fontawesome/svgs/facebook-f-brands.svg) ](http://www.facebook.com/share.php?u=https://www.snapcomms.com/blog/how-to-avoid-it-helpdesk-meltdown&utm_medium=social&utm_source=facebook) - [![Share on linkedin](https://www.snapcomms.com/hubfs/assets/fontawesome/svgs/linkedin-in-brands.svg) ](http://www.linkedin.com/shareArticle?mini=true&url=https://www.snapcomms.com/blog/how-to-avoid-it-helpdesk-meltdown&utm_medium=social&utm_source=linkedin) - [![Share on twitter](https://www.snapcomms.com/hubfs/assets/fontawesome/svgs/twitter-brands.svg) ](https://twitter.com/intent/tweet?original_referer=https://www.snapcomms.com/blog/how-to-avoid-it-helpdesk-meltdown&utm_medium=social&utm_source=twitter&url=https://www.snapcomms.com/blog/how-to-avoid-it-helpdesk-meltdown&utm_medium=social&utm_source=twitter&source=tweetbutton&text=) [IT and Technology](https://www.snapcomms.com/blog/topic/it-and-technology) ![Susan Bowden](https://www.snapcomms.com/hs-fs/hubfs/Suzy.jpg?width=150&height=174&name=Suzy.jpg) ### [More blogs by Susan Bowden](https://www.snapcomms.com/blog/author/susan-bowden) Susan Bowden is Marketing Manager at SnapComms, a world-leading provider of digital internal communication tools. - [![SnapComms on LinkedIn](https://www.snapcomms.com/hubfs/assets/fontawesome/svgs/linkedin-in-brands.svg)SnapComms on LinkedIn](https://www.linkedin.com/in/susanbowden/) ### Browse by Topic - [Internal Communications (99)](https://www.snapcomms.com/blog/topic/internal-communications) - [Human Resources (68)](https://www.snapcomms.com/blog/topic/human-resources) - [Hospitals and Healthcare (22)](https://www.snapcomms.com/blog/topic/hospitals-and-healthcare) - [Strategy (16)](https://www.snapcomms.com/blog/topic/strategy) - [Health and Wellness (15)](https://www.snapcomms.com/blog/topic/health-and-wellness) - [IT and Technology (15)](https://www.snapcomms.com/blog/topic/it-and-technology) - [Cyber Security (13)](https://www.snapcomms.com/blog/topic/cyber-security) - [Employee Engagement (12)](https://www.snapcomms.com/blog/topic/employee-engagement) - [Leadership (12)](https://www.snapcomms.com/blog/topic/leadership) - [Culture (11)](https://www.snapcomms.com/blog/topic/culture) - [Change Comms (8)](https://www.snapcomms.com/blog/topic/change-comms) - [Compliance and Ethics (7)](https://www.snapcomms.com/blog/topic/compliance-and-ethics) - [Employee Experience (5)](https://www.snapcomms.com/blog/topic/employee-experience) - [Financial Services (5)](https://www.snapcomms.com/blog/topic/financial-services) - [Product Insights (5)](https://www.snapcomms.com/blog/topic/product-insights) - [Digital Transformation (4)](https://www.snapcomms.com/blog/topic/digital-transformation) - [Events (4)](https://www.snapcomms.com/blog/topic/events) - [Crisis Comms (3)](https://www.snapcomms.com/blog/topic/crisis-comms) - [Onboarding (3)](https://www.snapcomms.com/blog/topic/onboarding) - [Contact Center (2)](https://www.snapcomms.com/blog/topic/contact-center) - [Education (2)](https://www.snapcomms.com/blog/topic/education) - [Trends (1)](https://www.snapcomms.com/blog/topic/trends) [See all](https://www.snapcomms.com/blog/how-to-avoid-it-helpdesk-meltdown#) Best Practice, Tips and Free Tools All you need to supercharge your comms - direct to your Inbox [![Subscribe](https://no-cache.hubspot.com/cta/default/492690/38ac6d0d-7664-4412-90a3-16b8155f9831.png)](https://cta-redirect.hubspot.com/cta/redirect/492690/38ac6d0d-7664-4412-90a3-16b8155f9831) ### Popular Blogs [45 Employee Spotlight Questions: Guide to Success](https://www.snapcomms.com/blog/employee-spotlight-questions) [60+ Employee Newsletter Name Ideas For Any Industry or Objectives](https://www.snapcomms.com/blog/employee-newsletter-name-ideas) [How To Measure Communication Effectiveness With The Right Metrics](https://www.snapcomms.com/blog/measuring-communication-effectiveness) ## Explore More Helpful Articles [ ## 7 IT Help Desk Templates For Common Message Types ](https://www.snapcomms.com/blog/it-help-desk-templates) [ ## 6 Steps to Make a Successful IT Communication Plan ](https://www.snapcomms.com/blog/it-communication-plan) [ ## How to Manage Scheduled Maintenance Messages (with examples) ](https://www.snapcomms.com/blog/scheduled-maintenance-messages) [![SnapComms – An Everbridge Company](https://www.snapcomms.com/hubfs/rebrand23/EVE-SnapComms-Logo-23-White.svg)](https://www.snapcomms.com) ![chat bubbles](https://www.snapcomms.com/hubfs/chat%20bubbles.svg) **Talk to us** Got any questions? We're here to help.  [Contact Us](https://www.snapcomms.com/contact-us) **World-Leading Integrated Internal Communications**   More than 2.5 million employees in 75 + countries are benefiting from better internal communications. Be part of the movement for greater communication at work.  SnapComms is an [Everbridge](https://www.everbridge.com/) Company - The only end to end critical event management and employee communication solution in the world. ![chat bubbles](https://www.snapcomms.com/hubfs/chat%20bubbles.svg) **Talk to us** Got any questions? We're here to help.  [Contact Us](https://www.snapcomms.com/contact-us) ### Products [All Products](https://www.snapcomms.com/platform) [Desktop Alert](https://www.snapcomms.com/products/desktop-alert) [Desktop Ticker](https://www.snapcomms.com/products/desktop-ticker) [Screensaver](https://www.snapcomms.com/products/corporate-screensaver) [Wallpaper](https://www.snapcomms.com/products/corporate-wallpaper) [Lock Screen](https://www.snapcomms.com/products/lock-screen) [Digital Signage](https://www.snapcomms.com/products/internal-digital-signage) [Newsletter](https://www.snapcomms.com/products/internal-newsletters) [Survey](https://www.snapcomms.com/products/employee-survey) [Quiz](https://www.snapcomms.com/products/employee-quiz) [Panic Button](https://www.snapcomms.com/products/panic-button) ### Solutions [Internal Communications](https://www.snapcomms.com/internal-communications) [Human Resources](https://www.snapcomms.com/hr-communications) [Information Technology](https://www.snapcomms.com/it-communications) [Compliance Comms](https://www.snapcomms.com/compliance-communications) [Emergency Comms](https://www.snapcomms.com/emergency-communications) [Marketing](https://www.snapcomms.com/solutions/marketing-communications) [Healthcare](https://www.snapcomms.com/audience/healthcare-communications) [Financial Services](https://www.snapcomms.com/audience/financial-services) [Education](https://www.snapcomms.com/audience/education-university) [Frontline & Retail](https://www.snapcomms.com/audience/front-line-retail) ### Resources [All Resources](https://www.snapcomms.com/resources) [Blog](https://www.snapcomms.com/blog) [Case Studies](https://www.snapcomms.com/case-studies/internal-communication-case-studies) [IT Outage Calculator](https://www.snapcomms.com/it-outage-roi-calculator) [Cyber Security Calculator](https://www.snapcomms.com/roi-calculator-cyber-security) [HR Calculator](https://www.snapcomms.com/human-resources-roi-calculator) [Tutorials & Guides](https://www.snapcomms.com/videos-tutorials) [Knowledge Base](https://support.snapcomms.com/hc/en-us) [On-Demand Webinars](https://www.snapcomms.com/on-demand-webinars) ### About [About Us](https://www.snapcomms.com/about-us) [FAQs](https://www.snapcomms.com/faq) [Careers](https://www.everbridge.com/about/careers/) [Technical Overview](https://www.snapcomms.com/technical-overview) [Privacy Policy](https://www.everbridge.com/about/legal/everbridge-global-privacy-notice/) [Contact Us](https://www.snapcomms.com/contact-us) [![Snapcomms – An Everbridge Company](https://www.snapcomms.com/hubfs/rebrand23/EVE-SnapComms-Logo-23-White.svg)](https://www.snapcomms.com) ![chat bubbles](https://www.snapcomms.com/hubfs/chat%20bubbles.svg) **Talk to us** Got any questions? We're here to help.  [Contact Us](https://www.snapcomms.com/contact-us) **World-Leading Integrated Internal Communications**   More than 2.5 million employees in 75 + countries are benefiting from better internal communications. Be part of the movement for greater communication at work.  SnapComms is an [Everbridge](https://www.everbridge.com/) Company - The only end to end critical event management and employee communication solution in the world. ![chat bubbles](https://www.snapcomms.com/hubfs/chat%20bubbles.svg) **Talk to us** Got any questions? We're here to help.  [Contact Us](https://www.snapcomms.com/contact-us) ### Products [Desktop Alert](https://www.snapcomms.com/products/desktop-alert) [Desktop Ticker](https://www.snapcomms.com/products/desktop-ticker) [Screensaver](https://www.snapcomms.com/products/corporate-screensaver) [All Products](https://www.snapcomms.com/platform) ### About [About Us](https://www.snapcomms.com/about-us) [Careers](https://www.everbridge.com/about/careers/) [Resources](https://www.snapcomms.com/resources) [Blog](https://www.snapcomms.com/blog) [Privacy Policy](https://www.everbridge.com/about/legal/everbridge-global-privacy-notice/) ### Solutions [Internal Comms](https://www.snapcomms.com/internal-communications) [Human Resources](https://www.snapcomms.com/hr-communications) [IT & InfoSec](https://www.snapcomms.com/it-communications) [Emergency Comms](https://www.snapcomms.com/emergency-communications) [Healthcare](https://www.snapcomms.com/audience/healthcare-communications) [Financial Services](https://www.snapcomms.com/audience/financial-services) **World-Leading Integrated Internal Communications**   More than 2.5 million employees in 75 + countries are benefiting from better internal communications. Be part of the movement for greater communication at work.  SnapComms is an [Everbridge](https://www.everbridge.com/) Company - The only end to end critical event management and employee communication solution in the world. - [SnapComms on Facebook](https://www.facebook.com/SnapCommsLtd/) - [SnapComms on LinkedIn](https://www.linkedin.com/company/snapcomms/) - [SnapComms on Youtube](https://www.youtube.com/user/snapcomms) - [SnapComms on Twitter](https://twitter.com/snapcomms) - [SnapComms on Facebook](https://www.facebook.com/SnapCommsLtd/) - [SnapComms on LinkedIn](https://www.linkedin.com/company/snapcomms/) - [SnapComms on Youtube](https://www.youtube.com/user/snapcomms) - [SnapComms on Twitter](https://twitter.com/snapcomms) [Privacy Policy](https://www.everbridge.com/about/legal/everbridge-global-privacy-notice/) | [Cookie Policy](https://www.snapcomms.com/cookie-policy) | [DPA](https://www.everbridge.com/about/legal/everbridge-data-protection-framework/) | [Terms and Conditions](https://www.snapcomms.com/terms-conditions) | [Trust Center](https://trust.everbridge.com/) | [Do Not Sell](https://www.snapcomms.com/do-not-sell) © Copyright SnapComms an Everbridge Company 2026 [Privacy Policy](https://www.everbridge.com/about/legal/everbridge-global-privacy-notice/) | [Cookie Policy](https://www.snapcomms.com/cookie-policy) | [DPA](https://www.everbridge.com/about/legal/everbridge-data-protection-framework/) | [Terms and Conditions](https://www.snapcomms.com/terms-conditions) | [Trust Center](https://trust.everbridge.com/) | [Do Not Sell](https://www.snapcomms.com/do-not-sell) © Copyright SnapComms an Everbridge Company 2026 ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Susan Bowden" }, "dateModified" : "July 24, 2022, 11:02:48 PM", "datePublished" : "2017-11-02 00:39:11", "description" : "Read how a large bio-tech's IT team slashed the number of calls to its Help Desk using smart communication tools that sidestep email.", "headline" : "How to Avoid an I.T. Help Desk Meltdown", "image" : { "@type" : "ImageObject", "url" : "https://media.snapcomms.com/hubfs/blog-images/it-helpdesk-meltdown.jpg" }, "mainEntityOfPage" : { "@id" : "https://www.snapcomms.com/blog/how-to-avoid-it-helpdesk-meltdown", "@type" : "WebPage", "description" : "Read how a large bio-tech's IT team slashed the number of calls to its Help Desk using smart communication tools that sidestep email." }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://media.snapcomms.com/hubfs/logo-1.png" }, "name" : "SnapComms. An Everbridge Company" } } ```