Help Desk

What is a help desk?

Most companies today provide the help desk support facility to their customers. The dial in facility is a great add-on and after sales connectivity. The help desk can be contacted via a toll free number or via e-mail. In the case of smaller companies, there are in-house help desks that provide the same kind of help. A help desk could be simple or a lead to a larger service desk or a route towards a segmented effort, or it could cover a wide range of user centric services. A help desk has several pre-set or pre-determined functions. It is designed to provide the users or customers a central or access point to be able to tap onto a resource and receive help via a computing network. There is special software that is implemented and the help desk typically routes or manages the requests fed in via this incident tracking system.

Understanding the ‘working’ of a help desk:

The help desk software allows the computing device to effectively track requests with the help of a ticket number issued each time a request is logged in. This enables the system to keep track of and regularly update the feed back or support extended to each of the requests received. The help desk software is enhanced technology that is an extremely beneficial tool to identify, analyze and effectively solve the common problems that spring up within the organization's computing environment. As soon as the user or customer notifies the help desk of an issue, the system generates a ticket that comprises all the details of the call and the specified problem. If the issue is resolved at the first level itself, then the ticket is ‘closed’ and updated for the reference of other help desk technicians. However, if the issue remains, then it is automatically dispatched to the second level.

Spheres of influence:

There are a number of software applications now available wihin the dedicated market, to enhance the help desk functions. The issue tracking systems can be invested in according to the volume of help desk activities predictable. There are systems designed to target enterprise or larger set ups, while there also are help desk applications that target departmental needs. Research reveals that a number of organizations have begun implementing and recognizing the real value of the help desk application. The application is not used to assimilate and analyze reactive response to users' issues, but also react from a position, where the application is challenged regularly by numerous customers or employees. The help desk facility also has the ability to scan the environment of the user to detect technical issues and establish user preferences and satisfaction.

The different levels:

The larger help desk applications handle queries at different levels. Typically, at the first-level, the help desk is geared to answer common queries. It is equipped to sort out the queries and provide effective resolutions from a knowledge base. There is a tracking system within that enables the system to log in at the onset of a call. Due to this system, if the issue remains unresolved at the first-level, then the generated ticket moves on to the second level. At this level, the system is equipped to tackle and resolve really difficult queries effectively. The tickets are managed either by an individual or a team. The movement of the ticket once issued is from manager to one of the specialized teams or individuals. The professionals are analysts with experience.

There are a number of help desks that are rostered and designed to be completed within a time frame. This includes everything from following up problems, answering queries and return phone calls. This system also ensures that the analysts are always available. At the second level, the team works via the output of pre-configured computers. The help desk network team is responsible for the network software, hardware and infrastructure of the system.