Help desk
Welcome to our website. It is generaly simplier version of wikipedia. You will find there selected articles. Enjoy!
 |
This article has multiple issues. Please help improve it or discuss these issues on the talk page.
|
A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, a website or e-mail. There are also in-house help desks geared toward providing the same kind of help to a company's employees. Some schools offer classes in which they perform similar tasks as a help desk. In the Information Technology Infrastructure Library, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management best practice, a help desk may offer a wider range of user centric services and be part of a larger Service Desk.
Contents |
Functions
A typical help desk has several functions. It provides a single point of contact for users to receive help on computer issues. The help desk typically manages its requests via help desk software, such as an issue tracking system. Also known as a "Local Bug Tracker" (LBT), this system allows tracking of user requests with a unique number. There are many software applications to support the help desk function. Some target the enterprise level help desk and some target departmental needs.
In the mid 1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position to communicate daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences and satisfaction can be valuable for use in planning and preparation for other units in information technology.
Organization
Large help desks have different levels to handle different types of questions. The first-level help desk is prepared to answer the most commonly asked questions, or provide resolutions that often belong in an FAQ or knowledge base. If the issue isn't resolved at the first level, it is escalated to a second level that has the resources to handle more difficult calls. Organizations may have a third line of support which often deals with software-specific needs, such as updates and bug fixes that affect the client directly.
Larger help desks have a person or team responsible for managing the issues, commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, larger help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue. Some help desks may have phone systems with ACD splits that ensure that calls about specific topics are put through to analysts with experience or knowledge on that topic.
Many help desks are also strictly rostered. Time is set aside for analysts to perform tasks such as following up on problems, returning phone calls, and answering questions via e-mail. The roster system ensures that all analysts get time to follow up on calls, and also ensures that analysts are always available to take incoming phone calls. As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation.
Deskside team
The deskside team (sometimes known as "desktop support") is responsible for the desktops, laptops, and peripherals, such as personal digital assistants. The help desk will assign the desktop team the second-level deskside issues that the first level was not able to solve. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers such as repairing software or computer hardware issues and moving workstations to another location.
Network team
The network team is responsible for the network software, hardware and infrastructure such as servers, switches, backup systems and firewalls. They are responsible for the network services such as email, file, and security. The help desk will assign the network team issues that are in their field of responsibility.
Server team
The server team is responsible for most, if not all, of the servers within the organization. This includes, but is not limited to, Domain Name System (DNS) Servers, Network Authentication, Network Shares, Network Resources, Email accounts, and all aspects of server software. It also includes more advanced services such as databases, Storage or Content Management Systems, specialized proprietary services, and other industry-specific server-based applications.
Other teams
Some companies have a telecom team that is responsible for the phone infrastructure such as PBX, voicemail, VOIP, telephone sets, modems and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration and are assigned these types of issues from the help desk.
Companies with custom application software may also have an applications team, who are responsible for development of any in-house software. The Applications team may be assigned problems such as software bugs from the help desk. Requests for new features or capabilities to in-house software that come through the help desk are also assigned to applications groups.
Not all of the help desk staff and supporting IT staff are in the same location. With remote access applications, technicians are able to solve many help desk issues from another location or their home office. There is a need for on-site support to physically work on some help desk issues; however, help desks are able to be more flexible with their remote support. They can also audit workstations.
See also
- Service Desk
- Call center
- Comparison of help desk issue tracking software
- Comparison of issue tracking systems
- Customer service
- Support automation
- Technical support
- Issue tracking system
References
- ^ "What is Information technology infrastructure library?". http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx.
- ^ Middleton, I "Key Factors in HelpDesk Success (An analysis of areas critical to helpdesk development and functionality.)" British Library R&D Report 6247, The British Library 1996
- ^ "IT Help Desks Not Just For Large Enterprises". http://www.informationweek.com/news/smb/ebusiness/230800044.
External links
Thanks for your time.