Functions of an IT Help Desk

The concept of help desk was born as a resource of assistance and information from the IT area to the users of an organization. It works as a single point of contact, centralizing requests, incidents and requirements to manage them effectively and provide a satisfactory solution in a set time remote helpdesk jobs.

 A help desk is, then, the combination of a specialized team, aligned with the company's service policies plus the implementation of technological aids (software, hardware).

Functions of an IT Help Desk
Receipt of incidents and requirements
Recording, classification and categorization of incidents and requirements
Escalation of service to specialized groups
Remote or face-to-face solution of the tickets received
Ticket life cycle monitoring
Constant availability for support
ANS / SLA Compliance
Collection of information regarding the operation and performance of the help desk
 operation.
Benefits
Increase user productivity
Document and facilitate knowledge
Constant availability of support
Provides analytics to make improvement decisions Obtain quality certifications for the 
use of certified processes.
Help desk structure
Help desks have a hierarchical structure where various roles come into play: Agent, Technician or Coordinator, which are divided by levels of care, which are generally three

first level
This represents the first contact between the end user and the help desk. In this first meeting, the requirement is registered and categorized, depending on the classification, the first-level personnel solve or scale the ticket to a more specialized level. The knowledge base comes into play here , allowing the user to find an already documented solution without the need for a person at the table.

Second level
This level represents a higher level of specialization. In general, the person at the table at this level has high technical knowledge on a specific topic and acts on established procedures according to their specialty. At this level, the incident is expected to be satisfactorily resolved. Depending on the operation of the table, there may be a third level to solve specific and specialized issues.

Supervision level

This is a level of control and monitoring and there is no direct contact with the end user. The supervisor's role will be to ensure compliance with service level agreements, follow up on all “problem” incidents and enforce the quality and service standards set by the company for the service provided. Likewise, it will be the first escalation point for tickets not resolved in the established time. Finally, he will be in charge of giving a management report to all the areas involved.