A help desk is an individual, group, organizational function, or external service an IT user calls for help with problem-solving. A help desk can be as simple as a physical office with a support agent answering calls. It can also be a global organization that accepts support requests submitted online or in person from anywhere. The helpdesk function is often outsourced to support specialists.
The term refers to the centralized help made available to users within an organization. Another term for a help desk is a call centre, where customers call to place orders, track shipments, get product help, and more.
Following are some of the common names for a help desk:
- Technical support centre
- Computer support centre
- Customer support centre
- IT response centre
- IT solutions centre
- Information Centre
- Resource Centre
Most organizations provide a computer IT Help Desk to aid their employees and other internal users of computers, software, and networks. These in-house help desks typically offer IT support for all computer products, software, and networks used in the organization.
Technology vendors also provide technical support to their customers through customer support centres. However, these services are essential to technology providers’ efforts to ensure customer satisfaction. They are often integrated into customer relationship management or CRM systems.
What Does a Help Desk Do?
In its simplest form, a helpdesk consists of a phone number and a person who solves customer problems in real time. A mature help desks include support teams composed of customer support experts who perform some or all of the following functions:
- Help request acceptance.
- Ticket creation.
- Ticket management.
- Response.
- Escalation.
- Knowledge base.
Why are Help Desks Important?
Technology vendor support services are critical to customer satisfaction. Many vendors regard the help desk as the primary point of contact for end users. The quality of customer interaction can determine the degree of customer satisfaction.
Help desks are essential to the organization’s effectiveness as they provide internal technical support. A good help desk can increase productivity by solving fundamental issues quickly while escalating unusual and unique topics to the team or the best-qualified person to solve problems.
Some of the functions of a good [help desk] are as follows:
- Centralized support channels.
- Prioritization of response to customer issues.
- Identification of product issues.
- Customer interaction.
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