what is help desk ?A help desk, in the context of
IT, is a department within an organization that is responsible for answering
the technical questions of its users. Most major IT companies have created help
tables to answer their customers' questions. Questions and their answers are
generally transferred via email, phone, website or online chat. In addition,
there are internal help tables designed to offer the same form of help, but
only for employees within the organization.
A standard help desk offers users
a single point of contact for assistance. Typically, support tables handle
requests through the use of help desk software or problem tracking system, which
allows help desk operators to track user requests using a unique identifier, to
easily find common query solutions, prioritizing cases, etc.
The larger help tables use
different levels to handle different types of questions. The first level is
generally set up to answer common questions or offer answers that generally
belong to a knowledge base or frequently asked questions. If help desk
technicians are unable to solve the problem on the first level, the problem is
transferred to the second level, which will typically have better trained staff
capable of handling more complex queries. Organizations can also use a third
tier, a group that generally manages specific software requirements, such as
bug fixes and updates that have a direct impact on larger customers.
Some standard titles associated
with the help desk include the IT Response Center, the IT Support Center, the
Information Center, the IT Solutions Center, the Customer Support Center, the
Technical Support Center, the Resource Center, etc.
IT Help Desk Certifications
Marketable certifications for
technical support technicians and IT support professionals may include the
following:
- CompTIA A + certification
- CompTIA network + certification
- CompTIA security + certification
- MCSA: Windows 10
- MCSE: desktop infrastructure
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