Helpdesk

A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for employeesonly. Some schools offer classes in which they perform similar tasks as a help desk. In the Information Technology Infrastructure Library^[1], within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management best practice, a help desk may offer a wider range of user centric services and be part of a larger Service Desk.

Key features in a Helpdesk Software

• * Helpdesk should: 24x7 self-service that allows users to open trouble tickets, report problems online, and refer to FAQs and other documentation whenever the need arises.

• * Helpdesk should: Support for multi-channel communications, including live chat and email.

* Helpdesk should: End-to-end activity tracking and status monitoring.

* Helpdesk should: Reporting and analytics to help IT staff identify important trends. For example, perhaps a high number of users are having trouble operating specific business applications. How reliable is the company's hardware? And what's your IT team's average response time? Those metrics and more can be tracked with reporting/analytic tools.

* Helpdesk should: Dynamic resource allocation, which assigns IT staff members to specific jobs based on their workload, skills, and experience.

* Helpdesk should: Real-time alerts that "flag" potential support breakdowns and notify management instantly when unusual or highly complex problems crop up.

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