A help desk is a resource intended to provide information and support to customers or end users related to the products or services of a company or institution. The purpose of the help desk is usually to solve problems or provide guidance about products such as computers, electronic equipment, food, clothing, or software. Corporations usually provide desk support support to their customers through various channels such as toll-free numbers, websites, instant messages, or email. There is also a help desk at home designed to provide assistance to employees.
Video Help desk
Function
Typical help desk can effectively perform some functions. It provides one (or few) point of contact for users to get help in troubleshooting, getting answers to questions, and solving known problems. A help desk usually manages its requests through the use of software such as a problem tracking system. This system often involves the use of "local bug locator" (LBT). This system allows the help desk to track and sort user requests with the help of unique numbers, and can often classify problems by user, computer program or similar category. Many software applications are available to support the help desk function. Multiple targets of enterprise-level help desk and some of the needs of the target department. Help Desk can handle and prioritize all tickets and increased demand.
In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of the organization's help desk. It found that the value comes not only from reactive responses to user problems, but also from a unique position the help desk communicates daily with many customers or employees. Information gained in areas such as technical issues, user preferences, and satisfaction can be useful for the planning and development work of other information technology units.
Maps Help desk
Organization
Large help desks are often structured in different levels to handle different types of questions. For example, a first-level help desk can be prepared to answer questions or provide information typically found between FAQs or in the knowledge base. If the problem is not resolved at the first level, the problem can be passed to the second level with resources to deal with more complex issues. Organizations can also have a third support path for addressing software-specific needs, such as updates and bug fixes that directly affect certain clients.
The large help desk has the person or team responsible for managing incoming requests, called "issues"; they are usually called queue managers or queue supervisors. The queue manager is responsible for the problem queue, which can be set up in various ways depending on the size or structure of the help desk. Typically, a large help desk has several teams that are experienced in handling various issues. The queue manager will assign the problem to one of the dedicated teams based on the type of issue raised. Some help desks may have a telephone system with ACD separation ensuring that calls on a particular topic are given to the analyst with the necessary experience or knowledge.
A large number of these help desks have a rigorous list of names. Time is set aside for analysts to perform tasks such as following up issues, returning phone calls, and answering questions via email. This list system ensures that all analysts have enough time to follow up on calls and also ensure that the analyst is always available to receive incoming phone calls. Because incoming phone calls are random, the help of table agent schedules is often maintained using Erlang C.
Team side table
Team side tables (sometimes known as "desktop support") are responsible for issues related to desktops, laptops, and peripherals, such as personal digital assistants. The help desk assigns a desktop team a second-level table-level problem whose first level can not be solved. They organize and configure computers for new users and are usually responsible for any computer-related physical work, such as fixing software or computer hardware problems and moving workstations to other locations.
Network team
The network team is responsible for network software, hardware and infrastructure, such as servers, switches, backup systems, and firewalls. They are also responsible for network services, such as email configuration, file management, and security issues. The help desk assigns a network team problem that exists in their area of ​​responsibility. Networks often have open source or proprietary monitoring devices that forward blackout information to help the table system so that tickets can be opened automatically and the main contacts are displayed.
Server team
The server team is responsible for most or all of the servers within the organization. This includes network authentication, network sharing, network resources, email accounts, and all aspects of server software. It may also include more sophisticated services such as those associated with database, storage or content management systems, exclusive service exclusives, and other industry-specific server-based applications.
Other teams
Some companies have telecommunication teams responsible for phone infrastructure such as PBX, voicemail, VOIP, telephone sets, modems, and fax machines. They are responsible for configuring and moving phone numbers, settings and configuration of voicemails, which this type of issue has been given by the help desk.
Companies with custom application software may also have an application team responsible for internal software development. The help desk can assign to application team problems such as finding software bugs. Requests for new features or information about internal software capabilities coming through the help desk are also assigned to the app group.
Support desk staff and IT support staff may not all work from the same location. With remote access applications, technicians can solve many help desk problems from other work locations or their home office. While there is still a need for on-site support to collaborate effectively on some issues, remote support provides greater flexibility.
See also
- Call center
- Comparison of problem tracking system
- The comparison of help desk tracking software problems
- Customer service
- Automation support
- Technical support
- Call boards
- The help desk software
References
Source of the article : Wikipedia
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