When Jane started her new role as an IT support manager at a mid-sized government agency, she quickly realized the support team was drowning in email chains, spreadsheets, and missed tickets. Morale was low, and users were frustrated. She knew they needed more than just hardworking staff—they didn’t have the right tools used in IT support.

From managing tickets and automating workflows to remote troubleshooting and end-user communication, modern IT support demands a robust tech stack. Here are some of the most widely used tools in IT support today—and why choosing the right solution can make all the difference.

1. Ticketing Systems

A powerful ticketing system is the heart of any IT support operation. It tracks issues, assigns priorities, and ensures accountability.

Top Pick: NITRO Help Desk

Built on Microsoft 365 and SharePoint, NITRO Help Desk is designed to streamline IT operations with an intuitive interface, customizable workflows, and deep integration into Microsoft environments. Its automation features reduce manual labor, while its AI-driven tools—like NITRO Copilot—enhance ticket routing, response suggestions, and resolution efficiency. For organizations looking for a powerful, scalable, and cost-effective ServiceNow alternative, NITRO IT Help Desk is a standout.

2. Remote Access Tools

Remote support is essential for helping users across multiple locations or hybrid work environments. These tools allow technicians to troubleshoot and fix problems without being physically present.

Popular Tools:

3. Monitoring & Alerting Tools

Proactive IT support requires knowing about issues before users report them. Monitoring tools track system health, server uptime, and performance metrics.

Recommended Tools:

  • Nagios – Open-source, highly customizable.

  • Prometheus – Open-source monitoring and alerting toolkit for microservices and distributed applications.

  • Zabbix – Real-time monitoring, free and enterprise-ready.

4. Automation & Workflow Tools

Automation reduces repetitive work and improves consistency in how issues are handled.

Examples:

  • Power Automate – Great for Microsoft ecosystems, but custom development can be challenging and costly.

  • Zapier – Ideal for connecting web apps and automating small tasks, but may not be ideal for more complex automations.

  • NITRO Studio – A low-code platform that runs in your Microsoft ecosystem, it helps create tailored workflows for IT processes without the complexity of custom development or high cost.

5. Communication & Collaboration Tools

Support teams need to stay in sync and respond quickly to issues. Real-time collaboration tools are essential.

Top Tools:

  • Microsoft Teams – Tight integration with Office 365.

  • Slack – Popular with tech companies and startups.

  • Zoom – Strong video and screen-sharing features.

Conclusion: Tools Used in IT Support

From ticket management to remote troubleshooting, having the right IT support tools can transform chaos into control. While there are many excellent platforms available, solutions like NITRO Help Desk stand out by combining flexibility, affordability, and enterprise-level features—especially for organizations already invested in Microsoft 365.

What IT support tools are you using today, and are they helping or hindering your team’s productivity?

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