Customers and users are critical to any organization. The idea of success in an organization can be measured by their customer and user satisfaction. A help desk is a resource that provides information and assistance for problem-solving. Organizations provide help desk support to their customers and employees to solve various technical issues. These services can be provided via toll-free telephone numbers, website interfaces, or e-mail. Help desk support mainly comes under the information technology (IT) department of any organization however, sometimes it can be a part of larger service desk within an organization.
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Help desk is managed using help desk software that assigns unique tracking numbers to each and every user request. These requests are sometimes called as bugs or tickets. Software applications that support help desks organize these tracking numbers by function, department, or application. Additionally, cloud-based solutions have revolutionized the way companies operate. The cloud-based IT help desk software stores client data on a cloud server and provides customized services and support. It enhances the process of bug management which is expected to surge the productivity of any organization. Major companies across the Asia Pacific region are increasingly using help desk support software with an aim to simplify customer and agent interaction. China, due to its technical advancement, is an ardent user of IT help desk software in the Asia Pacific Region along with Singapore. These factors are driving the demand of IT help desk software market in the Asia Pacific region.
COVID-19 has surged the demand for IT help desk software market, as this pandemic has forced many organizations to setup a remote work environment. Organizations have been using help desk softwares to maintain normal business processes while reducing the disruption. China, the origin of the pandemic, has tackled it by using the power of IT help desk software, by coming up with an online epidemic information platform for its citizens, thus enabling in providing contactless information. Thus, the pandemic is expected to have a positive impact on the Asia Pacific IT help desk software market.
The detailed research study provides qualitative and quantitative analysis of IT help desk software market. The market has been analyzed from demand as well as supply side. The demand side analysis covers market revenue across all the major countries. The supply side analysis covers the major market players and their regional presence and strategies. The geographical analysis done emphasizes on each of the major countries across Asia Pacific namely China, Japan, India, New Zealand, Australia, South Korea, Southeast Asia (Indonesia, Thailand, Malaysia, Singapore and Rest of Southeast Asia) and Rest of Asia Pacific.
Key Findings of the Report:
- In terms of revenue, Asia Pacific IT help desk software market was valued at US$ 94 Mn in 2020 and is anticipated to reach US$ 31336.14 Mn by 2029 growing at a CAGR of 37.21% over the forecast period (2021 – 2029).
- By offerings, solutions accounted for the highest market share in the Asia Pacific IT help desk software market 2020. Due to the increasing trend of remote working, cloud-based solutions are the fastest growing over the forecast period (2021 – 2029).
- Small and medium enterprises is the fastest growing segment over the forecasted period (2021 – 2029).
- IT and telecommunication sector accounted for the highest market share in the IT help desk software market in 2020.
- By subscription, annual subscriptions accounted for the highest market share in 2020 and is expected to maintain its prominence over the forecast period.
- By country, China registered for the highest market share in the IT help desk software market in 2020 in Asia Pacific region. Singapore on the hand accounts for the highest market share in Southeast Asia region in 2020. These countries are preceding over other Asia Pacific countries due to increasing deployment of technological advancements.
- Some of the players operating in the Asia Pacific IT software help desk market are Agiloft, Inc., Ameyo, Apptiyo,.Inc., Atlassian, BMC Software, Inc., C-Desk, Freshworks, Inc, HubSpot Inc., IBM Corporation, ServiceNow, SolarWinds Worldwide, LLC, SysAid Technologies Ltd., Vision Helpdesk, ZenDesk and Zoho Corporation Pvt. Ltd. amongst others.
Asia Pacific IT Help Desk Software Market
By Offering
- Solutions
- Cloud
- On Premise
- Services
By Organization Size
- Small and Medium Enterprises
- Large Enterprises
By End-User
- IT and Telecommunication
- Banking, Financial Services and Insurance
- Education and Training
- Media and Entertainment
- Healthcare
- Travel and Hospitality
- Transportation and Logistics
- Retail and Consumer Goods
- Others
By Subscription
- Monthly
- Annual
By Country
- China
- Japan
- India
- New Zealand
- Australia
- South Korea
- Southeast Asia
- Indonesia
- Thailand
- Malaysia
- Singapore
- Rest of Southeast Asia
- Rest of Asia Pacific
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