Helpdesk basics

First of all I would like to introduce you to some basics about Helpdesk solutions.

What is a help desk?

A help desk is an assistance resource that helps to troubleshoot customer problems with any products or services.

How does it work?

Corporations often provide help desk support to their customers via a telephone, website forums and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for internal staff employees.

What is a service desk? Is help desk a part of a service desk?

A Service Desk is a primary IT capability called for in IT Service Management, intended to provide a Single Point of Contact to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives. Many organisations have implemented a central point of contact for handling issues. The Service Desk function is known under several titles such as call center, Help desk or Service desk.

What comprises a service desk?

The Service Desk is considered to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting Incidents and for users making Service Requests. The Service Desk handles incidents and service requests.

In the next postings I will present practical solutions to simplify productivity in daily help desk work.