Thursday, February 27, 2020

What Does The Help Desk Mean?




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

Read more : help desk outsourcing

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