What is Help Desk Software?
Traits of a Traditional Help Desk
If you're wondering about the difference between traditional IT Help Desk and the IT Service Desk that operates on ITIL or IT Infrastructure Library, you have to identify the characteristics properly. Help Desk and Service Desk are used interchangeable in most situations. Service desk presents the change into a broader and more centralized role for primary support, while the ITIL service desk is completely integrated using all-service management procedures. These involve configuration, change and service level management all over the organization.
ITIL Service Desk has a single point of access for different customers. It becomes a one-stop shop for every question, concern and problem. The desk can also manage problems efficiently. Through formalization all over the organization, all calls to the service desk are then logged, managed and resolved properly.
The desk is also proactive, which means that integration with service management processes can identify potential problems to keep the service desk protected. All processes also incorporate the best kind of practice. There is centralized knowledge and quality service, which keeps customers confident about the capacity of the desk help software to attend and solve their technology problems immediately. Disruption of service delivery is also less likely this way.
The Many Functions
A traditional help desk has many functions. It primarily gives end users a central point wherein they can get help regarding different issues on their computer. The help desk manages the requests with the use of help desk software. An example is an incident tracking system, which tracks user requests using a special ticket number or Local Bug Tracker or BT. The software becomes very useful in searching, analyzing and resolving basic problems in the computing environment of the organization.
The user will tell the problem to the help desk, followed by a ticket that will be issued which includes all the details of the reported problem. The first level of support may resolve the issue immediately, leading to the ticket being closed and solution updates provided for other similar problems in the future to refer to. The second level of support will take over if the problem cannot effectively solved by the first one.
Organization of Desk Help Software
Desk help software will attend to different types of questions. Huge help desks usually involve a person or team managing the tickets. Large help desks have many team that handle specific issues. Other types of phone systems have ACD splits, so that your calls will be directed to the right analysts and technicians that can offer the best help.
Many help desks are rostered rigidly. Time is set so that tasks like problem solving follow ups, email responses and phone call returns are performed efficiently. All analysts acquire time to get calls and that they are always there to take calls from users. Every incoming phone call is random, so help desk software agents use a calculation for maintenance.
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