An IT help desk is a software that helps users solve their problems through a single (or multiple) point of contact. IT help desks allow users to troubleshoot problems, track their issues, and get assistance regarding products or services.
A help desk is a place that a person can contact to get help with a problem. Typically, the term is used for centralized help to users within an enterprise and are sometimes referred to as “call centers”. The helpdesk may be a place that customers call to place orders, track shipments, get help with products, and so forth or an internal place that employees go to seek help with IT systems, HR questions or other business issues.
A help desk offers a single point of contact for users to get assistance. Larger help desks may include multiple levels of support. The first-level usually answers most common and simple questions, often leveraging scrips and some sort of knowledge. If the first level agent can’t solve the issue, it is transferred to a second level resource able to handle more complex issues. Help desks may also have a third or higher level of support, a group that is staffed with subject matter experts (SMEs) that handle difficult issue and/or provide enhanced support for important users
Help desks may go by alternate names such as: call center, response center, support center, information desk, solutions center, or resource center.
The helpdesk ticketing system serves as the core transactional platform for the IT Service Desk – orchestrating both incidents and service requests throughout the service desk function and any extended support teams. Essential functions of the ticketing system include:
Management and reporting functions are critical within the IT Service Desk as leaders seek to optimize operational costs, preemptively identify business impacting issues (major incidents), manage user satisfaction and ensure SLA compliance. Technology can play a big role in enabling the management functions by giving service desk managers access to a holistic picture of their operations and data to make informed decisions. Some of the key service desk management and reporting capabilities are:
Major Incident Management capabilities
Service Performance and Availability Dashboards
Agent / Call management metrics reports
SLA conformance reports
Known Issue Analytics