The information that we have may be limited to a certain
degree and we may require further assistance to problems
that we cannot handle. It is better than to ask rather than
to assume things especially if you are into dealing with things
that you are not an expertise of.
In any organization, there is a place that you can go to
and ask for assistance and information. In the world of
computer technology, a help desk is made available to
provide information and assistance to users. It seeks to
troubleshoot problems relating to computer and its peripherals.
Big companies take the form of help desk support through
their customers via toll-free number, website and/or email.
As you provide help desk to your customers, companies
should also provide it to employees.
The typical work at the help desk is to be focal point person
to receive queries and provide immediate solutions. A
growing company would have to acquire help desk software
to efficiently manage all it’s customer’s needs and wants.
A help desk software provides an incident tracking system
that allows tracking the number of incidents and how these
incidents are being addressed based on customer’s support
request. The help desk is the first level of support and if issues
are solved within the 1st level, the ticket is closed and
information is updated as to the solution that had been
applied to the customer’s request.
The real value of the help desk software has been recognize
to be helpful not only to customers but to the organization’s
computer environment as well. The help desk capability of
monitoring the most common technical user’s problems
encountered has allowed organizations to plan ahead for
improvements in their products and services.