What is a 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.
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