The Benefits of a Technical Help Desk
by VENDIREX on 01/15/2015 - 05:34 pm |
Tag: Help Desk Software
Well into its third decade, the Help Desk Software and support industry has grown leaps and bounds from its original purpose - from merely providing technical support for a client’s IT infrastructure to offering everything from desktop systems assistance to unlimited variables of advice and guidance for your customers.
Not only does a Help Desk function as a single point of service for solving problems and answering everyday questions from users - it may also provide tracking of issues, and even consultations to help you make computer and software upgrades which better suit your operations. In fact, by 2012, the term “service desk” became almost synonymous
with help desk; both now inferring a 1-stop operation giving multiple layers of assistance to customers and users.
The best practice of a Help Desk is to meet the most vital needs of an end user.
Keeping your business operational as fast as possible, and keeping your customer
connected, are ultimately the highest and best uses of this type of partnership.
Technical Support
Help Desks are generally managed in a queue, with increasing levels of expertise
available, depending on the complexity of an issue:
1. First level desks would usually guide a customer or user through a company’s
“knowledge base” which would typically be outlined on an FAQ page of your
website. The Help Desk personnel, of course, add a personal touch as well as
providing insight which might not be apparent to someone only dealing with one
issue they cannot resolve at the moment.
2. A second level of support might handle slightly more complex issues, or convey a
more ‘managerial’ hand which makes certain customers more comfortable.
3. The third desk level may be more technical, dealing with software updates and
client-specific fixes.
Experts Teamwork
As issues arrive at a Help Desk, they are routed to various teams according to specialty
and levels of urgency:
A. Desktop Support will handle issues with computers and peripheral equipment,
as well as mobile devices such as smartphones - which have all but replaced the
PDAs (Personal Data Assistants) so prevalent prior to 2010.
B. Network Support takes care of issues with the infrastructure of your network,
from software and backup systems to email setup and security. These personnel
might also be responsible for contacting you in the event of an outage.
C. Server Desks manage your company’s DNS (domain name servers), including
authentication and email accounts, and perhaps proprietary services and content
management platforms.
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