Help Desk

• Help Desk

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Help desk

1 A help desk is a resource intended to provide the customer or end user

with information and support related to a company's or institution's

products and services


Help desk Names and professional association

1 While the term "Help desk" initially implied the place where employees receive technical support relating to their organization's IT infrastructure, the scope of the term has expanded

in meaning and use


Help desk Names and professional association

1 The Help Desk Institute (HDI) was formed as a professional association in 1989, its purpose being to focus on the

development of technical support personnel and the sharing of optimal practices. It adopted the name HDI in

2004 to reflect the maturing of the support industry. Technical support was expanded to cover desktop systems as

well as provide other types of assistance for customers of organizations.


Help desk Functions

1 A typical help desk can effectively

perform several functions


Help desk Functions

1 In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an 's help desks. It found that value was derived not only

from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as

technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other

information technology units.https://store.theartofservice.com/the-help-desk-toolkit.html

Help desk Organization

1 Large help desks are often structured into different levels to handle different types of

questions



1 Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors



1 A large number of these help desks have strict rosters. Time is set aside for analysts to perform tasks such as following up on

problems, returning phone calls, and answering questions via email. This roster

system ensures that all analysts have enough time to follow up on calls and also ensures that analysts are always available

to take incoming phone calls. As the incoming phone calls are random in

nature, help desk agent schedules are often maintained using an Erlang C

calculation.


Help desk Desk side team

1 The desk side team (sometimes known as "desktop support") is responsible for issues related to

desktops, laptops, and peripherals, such as personal digital assistants


Help desk Network team

1 The network team is responsible for the network software, hardware and

infrastructure, such as servers, switches, backup systems, and

firewalls


Help desk Server team

1 The server team is responsible for most or all of the servers within the

organization. This includes Domain Name System (DNS) servers, network

authentication, network shares, network resources, email accounts, and all

aspects of server software. It may also include more advanced services such as those related to databases, storage or

content management systems, specialized proprietary services, and other industry-specific server-based

applications.https://store.theartofservice.com/the-help-desk-toolkit.html

Helpdesk and incident reporting auditing - Types of help desks

1 The management and support of IT assets is

essential for all businesses



1 Traditional - Help desks have been traditionally used as call centers. Telephone support was the main medium used until the advent of

Internet. Although telephone support has worked effectively and is still being

used today, it has a number of weaknesses. For example, it is

frustrating for customers to be put on hold or navigate automated phone

answering messages.https://store.theartofservice.com/the-help-desk-toolkit.html


1 Internet - The advent of the Internet has provided the opportunity for potential and existing customers to communicate with suppliers directly and to review and buy

their services online. Customers can email their problems without being put on hold

over the phone. One of the largest advantages Internet help desks have over call centers are that it is available 24/7. This is extremely important in today’s

global business world where customers and staff members may be in different

time zones.


Helpdesk and incident reporting auditing - Help desk software common functions

1 Help desk software systems range in complexity from basic ticket logging

to fully integrated CRM systems.



1 Functionality is varied, but the essential core elements are the

recording and tracking of support requests.



1 Reporting is important and often complemented by a third party application for user-definable

reports.



1 Service Level management is often crucial to the help desk process as a

measure of its success. This is usually an automated benefit of the

help desk application.


Service desk - Differences from a call center, contact center, help desk

1 ITIL regards a Call Center, Contact Centre (business)|Contact Center or

a help desk as limited kinds of service desk which provide only a portion of what a service desk can

offer


Help desk

1 A 'help desk' is a resource intended to provide the customer or end user with information and support related

to a company's or institution's products and services


Help desk - Names and professional association

1 While the term Help desk initially implied the place where employees receive technical support relating to their organization's IT infrastructure, the scope of the term has expanded

in meaning and use


Help desk - Functions

1 A typical help desk can effectively perform several functions


Help desk - Functions

1 In the mid-1990s, research by Iain Middleton of Robert Gordon

UniversityMiddleton, I Key Factors in Help Desk Success (An analysis of

areas critical to help desk development and functionality.)

British Library RD Report 6247, The British Library 1996 studied the value

of an organization's help desks


Help desk - Organization

1 Large help desks have a person or team responsible for managing the incoming requests, called issues; they are commonly called queue managers or queue supervisors


Help desk - Desk side team

1 The desk side team (sometimes known as desktop support) is

responsible for issues related to desktop computer|desktops, laptops, and computer peripheral|peripherals,

such as personal digital assistants


Help desk - Network team

1 The computer network|network team is responsible for the network

software, hardware and infrastructure, such as Server (computing)|servers, switches, backup systems, and firewall

(networking)|firewalls


Help desk - Other teams

1 Some companies have a telecommunication|telecom team that is responsible for

telephone infrastructure such as Private branch exchange|PBX, voicemail, VOIP,

telephone sets, modems, and fax machines. They are responsible for configuring and

moving telephone numbers, voicemail setup and configuration, having been assigned these

types of issues by the help desk.



1 Companies with custom application software may also have an applications

team who are responsible for the development of in-house software. The

help desk may assign to the applications team such problems as

finding software bugs. Requests for new features or information about the

capabilities of in-house software that come through the help desk are also

assigned to applications groups.https://store.theartofservice.com/the-help-desk-toolkit.html


1 The help desk staff and supporting information technology|IT staff may not all work from the same location. With Remote

Assistance Software|remote access applications, technicians are able to solve many help desk issues from another work

location or their home office. While there is still a need for on-site support to effectively collaborate on some issues, remote support

provides greater flexibility.


Help Desk (webcomic)

1 'Help Desk' is a webcomic by Christopher B


Help Desk (webcomic) - Ubersoft

1 Ubersoft is a fictional computer software company run by an ethereal being from another plane, otherwise

known as Mr


Help Desk (webcomic) - Alex

1 Alex is Help Desk's protagonist. He is a technical-support technician working on Ubersoft's telephone support lines. His

job has been described as not necessarily to solve a customer's

problems, but to make the customer feel that what they think is a problem isn't

really a problem and they're wasting my time and yours. (He describes his

unique red-and-green eyeglasses as a special prescription.)


Help Desk (webcomic) - The Boss

1 Also known as Mr


Help Desk (webcomic) - The Boss

1 He created two clones of himself, which proceeded to become the heads of SCO

Group|SCO and the RIAA


Help Desk (webcomic) - Binky the Cheerful Winking Paperclip

1 Binky is a helpful little fellow who is (almost) always cheerful, and is a parody of Microsoft's

Office Assistant


Help Desk (webcomic) - Mark

1 Mark is the technical writer for Ubersoft


Help Desk (webcomic) - Mark

1 Mark is currently working for the US Military to document software that is being used to keep Steve Jobs' ego in

its Parallel universe (fiction)|extradimensional prison.


Help Desk (webcomic) - Alice

1 As the lone female character at Ubersoft, Alice is nonetheless able to

hold her own quite undeniably


Help Desk (webcomic) - Scott

1 Scott is the only member of the Help Desk crew allowed to help the

customers, although he is stymied by being forced to talk in a different

language to the customer


Help Desk (webcomic) - Viktor Shreck

1 Viktor is Ubersoft's legal consultant. He acts as the company's representative in

all of their court cases, often using illogical and nonsensical arguments. In

addition, he seems to take it upon himself to keep the boss's evil up to par. Viktor shares a kind of kinship with The Boss,

because he is also not an ordinary mortal: he is undead, since he's a vampire, and, like all high-powered corporate lawyers,

he does not have a reflection.


Help Desk (webcomic) - Deep Grey

1 A sentient supercomputer created by Ubersoft (and a parody of IBM's Deep Blue (chess computer)|Deep Blue), Deep Grey's original purpose was to replace the human

help-desk operators with machines. It would be non-union and conform to

whatever demands were placed upon it. Unfortunately for Ubersoft, it decided that

the corporate benefits package was inadequate; it resigned, taking a job as

vice president of a rival corporation.


Help Desk (webcomic) - Phil

1 As Ubersoft's former head programmer


Comparison of help desk issue tracking software

1 This article is a comparison of notable issue tracking systems used primarily for help desks and Service

Desk (ITSM)|service desks rather than for bug tracking system|bug tracking or project management.


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Help Desk