Article: What Is a support Desk? by Mattias Lind

A Help-Desk is an instance helping people with computer connected-by-kinship issues. The Help-Desk personnel are experts in either specific computer software/hardware or average-or-ordinary-or-usual issues connected-by-kinship to several dissimilar areas connected to computers.

There is a difference-of-conflict between a inspection-and-repair Desk and a Help-Desk in that a inspection-and-repair Desk is connected to the conforming-to-a-standard-of-measurement called ITIL (Information-Technology-Infrastructure-Library) or ITSM (IT inspection-and-repair Management) which is a assemblage of processes built on best practices collected from dissimilar businesses during a good-great-heap of years. A Help-Desk is an instance that is not connected to any specific procedure but does its best to support people in the areas of expertise. The description of inspection-and-repair Desk shall come-after in another nonfictional-prose-forming-an-independent-part-of-a-publication in the “what is”-series.

There are 2 average-or-ordinary-or-usual implementations of a support desk.

Internal support desk

A Help-Desk obtainable for the internal organization is helping the employees of a business with the computer connected-by-kinship problems.

The problems can be anything from computer-hardware connected-by-kinship problems to involve support around computer-software functionality. The Help-Desk usually uses some kind of Help-Desk computer-software to support the users the best way. The Help-Desk computer-software keeps evidence of all issues to create sure that they are solved the quickest manner possible. Usually the measure-the-time-or-duration-of-an-event to work-figure-puzzle-out issues is connected to some kind of verbal-commitment between the IT department and the catch-one’s-take-a-breather of the organization.

It is average-or-ordinary-or-usual that the Help-Desk is held-worthy-of-trust in helping out with installations of recently-unused-or-little-used computers and also the removal of aged-in-years equipment as well.

Since not all problems are potentiality to work-figure-puzzle-out on distance, a Help-Desk also has people who can move to the users to support out. These people are in many cases called ‘runners’.

External support desk

An external Help-Desk is sometimes obtainable to support external customers with issues around specific issues for a computer-software or a function. This can for good-example be a Help-Desk providing support services for a computer-software vendor. The Help-Desk would pick-up problems from the customers and adjudicate to support them as quick as possible. The Help-Desk shall be capable to work-figure-puzzle-out problems as in-good-health as pick-up info for distinguishing-quality requests needed from dissimilar customers.

There are also possibilities to outsource your internal support desk. This can sometimes be very efficient both financially as in-good-health as how efficient issues are solved owed to internal processes and skills. This can be seen as external but is really an internal support desk.

Both the internal as in-good-health as external Help-Desk needs to apply Help-Desk computer-software to support them bring-order-and-organization-to as in-good-health as prioritize the dissimilar tasks and issues. The computer-software often includes a good-great-heap of functionality to support them be more efficient, such as:

* important-question management

* measure-the-time-or-duration-of-an-event management

* Discussion boards

* Wiki or some not-the-same knowledge orientation tool

* operating-with-minimal-human-intervention workflow to support increasing quality

* source-of-aid-or-support database, both users as in-good-health as the computer-hardware and computer-software they are using

* connectedness to the phone system

* Support for several teams and skill based management

* Chat connected to issues

* External portal for customers / users

Since the Help-Desk urgently-request to do preventive body-of-work as in-good-health the daily tasks are not always coming from the users. Tasks that should be completed on daily, weekly or monthly fundament are gathered in the Help-Desk computer-software and automatically circular-segment-of-a-curve up when they are supposed to be worked on. This is a fantastic functionality to create sure that tasks are not missed. By doing the preventive body-of-work the Help-Desk makes sure that users accumulation-of-knowledge-or-skill the best potentiality inspection-and-repair from the IT department and the technical environment.

Some of the preventive body-of-work is also connected to the monitoring systems. One good-example is when a flat-circular-plate on a server is about to be-operating-or-functioning out of space. The monitoring scheme shall person’s-reputation that there is only 10% of gratis not-filled-in belonging-to-the-political-or-intellectual-left and automatically creates a task for the Help-Desk to gratis up not-filled-in so that nobody in the business shall accumulation-of-knowledge-or-skill any problems.

Since the IT surface-area is wide and needs a good-great-heap of dissimilar experts, personnel resources used in the support desk, or at least in connectedness to the support desk, are divided into teams. There would be people in the Help-Desk who are split-part-company item Of close-interaction (SPOC) and depending on what kind of important-question that is reported they either work-figure-puzzle-out it themselves or send it to another cooperative-unit to solve. By having the construction in-good-health defined measure-the-time-or-duration-of-an-event spent in the Help-Desk for each important-question shall be optimized and the user shall have to stay-in-one-place-and-anticipate-something less measure-the-time-or-duration-of-an-event for the important-question to be solved.

As in most functions it is significant to have some kind of computer-software to lay-put-salt-stack-stash-away information. A Help-Desk computer-software shall support the IT department in keeping evidence of everything needed to be solved but shall also create it potentiality for users to come-after the gain of their reported issues. Most Help-Desk computer-software also let for users to news-account their issues directly in the system. This manner they do not have to stay-in-one-place-and-anticipate-something on the phone and are capable to attach screenshots and not-the-same vital info easily from their computer.


Computer Helpdesk Software


Computer Helpdesk are now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the help desk correctly can actually be a very daunting task. Tracking issues and help desk inquiries can be a virtual nightmare without the Computer Helpdesk Software. Whether your organization is small, medium or large, keeping issues from falling between the cracks can be critical to maintaining relationships with customers and offering the kind of support and attention to detail that they require. And this is done correctly using Computer Helpdesk Software. Are you looking for a solution designed to ensure your organization effectively communicates, organizes, tracks and reports the issues that matter the most to you and your customers? If yes then you are bound to get enough information.


So what are the typical Computer Helpdesk Software functions, and why are they offered? What should you actually be looking for in a Computer Helpdesk Software solution? This section explains what the typical functions are, and offers broad information on Computer Helpdesk Software systems.


Common functionality of Computer Helpdesk Software systems can be summarized as below:


  • Computer Helpdesk Software range in complexity from basic ticket logging to fully integrated CRM systems.
  • Computer Helpdesk Software functionality is varied but the essential core elements are the recording and tracking of support requests.
  • Reporting is also key and often complimented by a third party application for user-definable reports.
  • Service Level management is often crucial to the Computer Helpdesk Software process as a measure of it’s success This is usually an automated benefit of the helpdesk application.


Selecting the right Computer Helpdesk Software is extremely important. This section outlines the features of one of the leading players called SiteHelpDesk. On their site they have a free download page also.


SiteHelpDesk Computer Helpdesk Software Features:


  • Single user interface from a web browser
  • No other client installation and most PC’s now have a browser preinstalled making the software immediately available to any one with network access and a link from a web or intranet site or know the support URL.
  • Customers or internal staff may log support calls themselves and are given a ticket number – this lets them know that the call has been logged and an action will follow. Email notifications may be automatically initiated but are unnecessary and just promote the excessive use of emails.
  • Access to the call history from the user/customer call log screen allows them to see the progress and status of the call they have logged without having to make follow up telephone calls, sending emails to the support desk or interrupting engineers out on call.
  • To further reduce the load on the helpdesk we provide definable FAQ’s (with attachments of documents), links to other useful internal or external web pages and a ticker that gets displayed to the customer when they enter the support site. These tools can pre-empt a support call and reduce the workload.
  • Common browser techniques ensure no training is required by customers/users even remotely familiar with a browser.
  • Intuitive work flows and automation ensures support staff can use the application with little or no training.
  • Enhanced with simple screen layouts ensures that technicians can quickly and painless maintain the system. This is especially important for technical helpdesk where staff is generally less prone to writing documentation or recording details of events.
  • The applications naturally provide an ‘out of the box’ Intranet for that department and all their documents may be held or linked to from there to compliment their support process.
  • To assist with recurring call types a quick call registration process is available with user defined templates of calls. This may be for an individual event such as unlocking a user account to multiple recurring events such as setting up a new user including a number of atomically generated calls for buying the PC, setting up their account, configuring, installing, training etc. There is also a button to instantly generate a new call from an existing one with all the same details brought across.
  • Scripts may be set up to ensure that the appropriate information is recorded against a call type. These can also provide some resolution suggestions with OK, yes/no and text entry prompts.
  • Follow up noted events may be recorded and Operators are presented with their scheduled actions when they access the helpdesk system.
  • Time tracking and recharging of the service costs.
  • To cater for emails requests that are received, there is integration with MS Exchange server to allow emails sent to a predefined support mailbox to generate a call when the email is opened.
  • Telephone support requests may be entered very quickly via the New Call screen which has specially designed rapid search techniques to ensure the customer is not left waiting while the call is logged. The same scripting may be applied to collect more relevant information or resolve the issue immediately.
  • SLA records and monitoring with traffic light flags to highlight calls that have exceeded the response or fix times along with email escalations and reports of the SLA target percentages achievement.
  • Controlled menu options access for Operators and permission may be set to disallow call ‘closure’ or’ reassignment to other Operators’ for each individual Operator.
  • Reporting is provided by ASP pages which provide drill down into more detail. There are also a number of automatically generated graphical representations. Crystal reports may be integrated but the flexibility of searches provided with user specified sort, display and the ability to export to Excel spreadsheets does not require it.


In recognition of the differences in support of internal and external customers, three versions of Computer Helpdesk Software are available, specifically designed for either general support (sitehelpdesk), IT support (sitenetdesk) or Customer support (sitewebdesk).


Many vendors attempt to wrap these up in a single application. This can makes their use overly cumbersome and some features rendered irrelevant, cluttering the process. We would suggest that ease of use is a very important issue. Please bear in your mind that we have provided this information for general information and don’t bear any responsibility, whatsoever!

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