A helpdesk is a multidimensional resource, designed to help reduce time conditions in IT services and functions and make them available for maximum time. It is specifically focused on the functionality of the end user and is therefore responsible for the immediate resolution of immediate needs, events and technical problems of the end user.
Any basic executive desk must be able to provide technical support for returning an end user in an executive manner. As a good practice, a software helpdesk usually uses special software to record, track and manage the issues raised. In addition, the guide contained in the ITIL (Library Technology Infrastructure) methodology is exploited for optimal performance.
Here are some of the features of an effective helpdesk:
- Ability to keep track of all upcoming events
- It works as a Single Point of Contact (SPOC) for IT support
- It offers basic problem management, problem escalation procedures and is supported by external expertise groups for high level events.
- It focuses on end user events and problems
- Collaborative and easy to use
- Maintains a database of all incidents and reported actions
- Ability to create monthly, half-yearly and annual reports on the number of problems, response times, time taken to issue these parameters and integrate them into a Service Level Agreement (SLA)
Also Read : outsourced noc and help desk services
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