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A help desk is an information and assistance resource that troubleshoots problems with computers and similar products. Corporations often provide help desk support to their customers via a toll-free number and/or website. There are also in-house help desks geared toward providing the same kind of help for employees only.
A help desk with a large enough staff may have levels. Typically the first-level help desk are prepared to answer the most-commonly-asked questions. Like:
- "Why won't my printer work?" "Well, is it turned on?" "Oops, no. (blush) Thanks!"
- "The network doesn't work?" "Did you check the cable?" "OH!, Ok!"
The second or higher levels handle more difficult calls.
A typical help desk has several functions. It provides the users a central point to receive help on various computer issues. The help desk typically manage their requests via helpdesk software such as Heat or Trackit that allows them to track user requests with an unique ticket number. The user notifies the helpdesk of their issue and they receive a ticket number that has details of their problem. If the first level is able to solve the issue, the ticket is closed and updated with documentation of the solution to allow other help desk technicians to reference. If the issue needs to be escalated it will be dispatched to a second level.
Larger help desks have a person or a team responsible for managing the tickets and are typically called queue managers. The queue manager is responsible for the ticket queues, which can be setup in various ways depending on the help desk size or structure. Typically larger help desks have several teams that are experienced in working on different issues. The queue manager will assign a ticket to one of the specialized teams based on the type of issue.
The deskside team is responsible for the desktops, laptops and peripherals such as PDAs. The help desk will assign the deskside team the second level deskside issues that the first level was not able to solve. They setup and configure computers for new users and are typically responsible for any physical work relating the computers such as repairing software or hardware issues and moving workstations to another location.
The network team is responsible for the network software, hardware and infrastructure such as servers, switches, backup systems and firewalls. They are responsible for the network services such as email, file, and security. The help desk will assign the network team issues that are in their field of responsibility.
Some companies have a telecom team that is responsible for the phone infrastructure such as PBX, Voicemail, VOIP, telephone sets, modems and fax machines. The are responsible for configuring and moving telephone numbers, voicemail setup and configuration and are assigned these types of issues from the help desk.
Not all of the help desk staff and supporting IT staff are in the same location. With remote takeover applications such as PcAnywhere and Dameware technicians are able to solve many of help desk issues from another location or their home office. There is a need for on-site support to physically work on some help desk issues, however help desks are able to be more flexible with their remote support.
Help desk is a broadly-applied term referring a staffed resource##often, an actual desk, or a telephone service##that can help persons answer questions or to use resources such as audio-visual or computer resources.
External links
Help Desk Research - by an academic whose site has reports & downloads on success factors, statistics, industry etc |
