What does help desk mean?

A help desk, in the IT context, is a service within an organization which is responsible for answering the technical questions of its users. Most large IT companies have created help tables to answer questions from their customers. Questions and their answers are usually transferred via email, phone, website or online chat. In addition, there are internal help tables designed to provide the same form of help, but only for employees of the organization.

A standard help desk provides users with a single point of contact for help. Typically, support tables process requests through the use of help desk software or a problem tracking system, which allows help desk operators to track user requests to using a unique identifier, easily find common query solutions, prioritize cases, etc.

Larger help tables use different levels to handle different types of questions. The first level is usually configured to answer common questions or offer answers that generally belong to a knowledge base or to frequently asked questions. If the help desk technicians are unable to resolve the problem at the first level, the problem is transferred to the second level, which generally has better trained staff capable of handling more complex requests. Organizations can also use a third level, a group that typically handles specific software requirements, such as bug fixes and updates that have a direct impact on large customers.

Some standard titles associated with the help desk include the IT Response Center, the IT Support Center, the Documentation Center, the IT Solutions Center, the Customer Support Center, the Technical Support Center, the Resource Center, etc.

Also read : managed helpdesk