In the IT context, a help desk is a department inside the organization that responds in answering technical questions of its users. In most major IT companies, helpdesks are set to respond to questions from their customers. Questions and answers are usually addressed via email, telephone, online chat, or website.
In addition to help desk for customers, there is a help desk designed solely to employees within the organization.
The standard format of a help desk usually provides a single point of contact for users to get assistance. Requests are handled by using a helpdesk software or issuing a tracking system.
The tracking system enables help desk operators to keep track of every user request. This is done by using unique identifiers. Later those unique identifiers help the operators to find a solution to common queries and prioritize cases easily.
For most businesses supporting their own or getting support for their IT systems is a very time-consuming and frustrating task. When things go wrong, you want it fixed quickly and painlessly because downtime is losing money.
Every business is unique, therefore you need a helpdesk and tools to be fully aligned to your needs. Overall, an IT help desk needs to be responsive and great at keeping you up to date with everything. It needs to be proactive rather than just band-aiding oriented.
Smart companies are using outsourced IT help desks more and more for their IT support, and it’s for a really good reason!