Managing a Help Desk:
The function of the Help Desk is to provide users with a single point of contact through which their needs regarding the use of resources and services of technological platforms are resolved and / or channeled, always in accordance with a standard adopted by the company. Among the objectives of a help desk are :
Answer all calls received.
Solve a high percentage online.
Online monitoring of derived cases.
Reduce recurring calls over time.
Definition:
The Help Desk and Support is a work team, a point of contact between the users of the company and the standard technologies adopted by the same, and whose main objective will be to respond in a timely, efficient and high-quality manner to requests that said users carry out, in relation to the various aspects of Information Technology service desk analyst job description.
Scope:
The scope of a Help Desk is very wide. Some of the categories in which we could group its various functions are the following:
Services
Reports Attention
Use Policies
Training
recommendations
Advertisements
Publications
It may interest you: The value of a Service Desk
Benefits:
This service provides the following benefits for users and for the organization:
Provides a unique contact number where users can channel their queries or problems.
Centralized administration of all requirements and problems associated with the computing platform is provided.
Constant availability of support.
Increase the productivity of users, preventing them from requesting help from their co-workers, generating unproductive times and solving a high percentage of requirements in minutes.
It alleviates a very demanding problem to the IT areas, who are the ones that usually assume this role, allowing them to dedicate themselves to their core activity.
Periodically provides information and recommendations to take actions for continuous improvement.
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