Help desk

A help desk (or " office of assistance") is a service of Customer support of company allowing to proceed to the Gestion incidents Informatique S.

According to the standard ITIL, Help Desk is one of the elements of the Center of services.

Functions

A help desk has various functions. It provides to the users a central point of assistance for all the problems involved in data processing.

Software of Help desk

The help desk manages these requests using a software making it possible to index and follow the various calls of the users in their allotting a single number of Ticket.

The software of help desk can be an extremely useful tool because it makes it possible to detect, to analyze then to eliminate the most current problems.

Operation

The user informs the Technicien helpdesk of the problem which it encounters. The help desk then generates a ticket detailing the parts of the problem. If the support of level 1 is able to regulate the problem, the ticket is closed and an update of the Base of knowledge is automatically carried out in order to allow to the other technicians help desk to refer to it. If the support of level 1 cannot regulate the problem, it transfers it to level 2 (principle of climbing).

There exist many software of helpdesk: GLPI (Free software), RT (Free software).

Some such as Mojo Helpdesk can be tested free on Internet.

Organization

The help desks have various levels to answer the various types of questions. Last technological advances and the strong increase in the number of French hearths equipped for Internet make tighten HelpDesk current towards a mode Self-service (Selfcare) which makes take part the user in the resolution of his problem (Example of specialized tool: Nëlis Selfcare). The advantages are numerous: A stronger interactivity with the user, of the answers capitalized and often put to provision of the community, a maximum availability 24:24, 7j/7, a reinforced brand image.

Many help desks are also strictly rostered. Time is set aside for analysts to perform task such ace following up problems, returning phon cal, and answering questions via e-mail. The roster system ensures that all analysts get time to follow up one cal, and also ensures that analysts are always available to take incoming phon cal. Ace the incoming phon cal are random in nature, help desk agent schedules are often maintained using year Erlang C calculation.

Deskside TEAM

Responsible The deskside TEAM is for the desktops, Laptop S and peripherals such ace PDAs. The help desk will assign the desktop TEAM the second level deskside resulting that the first level was not whitebait to solve. They set up and configures computers for new users and responsible are typically for any physical work relating to the computers such ace repairing software gold Hardware resulting and moving Workstation S to another hiring.

Network TEAM

Responsible The network TEAM is for the network software, hardware and infrastructure such ace Server S, Switch be, Backup systems and firewalls. They responsible are for the network services such ace Email, file, and security. The help desk will assign the network TEAM exits that are in their field off responsibility.

Other teams

Summon companies cuts has telecom responsible TEAM that is for the phon infrastructure such ace PBX, Voicemail, VOIP, telephone sets, Modems and Fax machine S. They responsible are for configuring and moving telephone numbers, voicemail setup and configuration and are assigned thesis standards off resulting from the help desk.

Companies with custom Application software may also cuts year applications TEAM, who responsible are for development off any in-house software. The Applications TEAM may Be assigned problems such ace Software bug S from the Help Desk. Requests for new features gold capabilities to in-house software that like through the Help Desk are also assigned to Applications groups.

Not all off the help desk staff and supporting IT staff are in the same hiring. With Remote access applications--such ace Microsoft Remote Desktop, PcAnywhere, IBM Tivoli and Danware Net COp--technicians are whitebait to solve many help desk resulting from another hiring but to their home office. There has need for one-site support to physically work one summons help desk resulting; however, help desks are flexible whitebait to Be more with to their remote support. They edge also to that the workstations.

Help desk has broadly applied term referring to has staffed resource— often, year actual desk, but have telephone service— that edge help let us persons answer questions gold to uses resources such ace Audio-visual gold computer resources.