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.