An IT helpdesk is a web-based resource meant to provide support and information to the end user or client of a business’s or organization’s online products and services. It is a type of support service which is usually outsourced from other companies within an organization. This support service is usually provided in the form of a centralized answering service. The IT helpdesk supports not only IT departments but also all the different departments of the organization. The various departments include IT managers, IT support managers, network support managers, technical support managers, information technology (IT) support, troubleshoot IT issues, training IT professionals, marketing IT professionals and finance IT professionals.
As opposed to the traditional help desk, which was usually located in the same place as the main entry-level office,
the modern helpdesk has evolved over time. In fact, there are many types of helpdesk technologies available today. These include desktop helpdesk software, an omni-helpdesk, web-based helpdesk, hybrid helpdesk, telecommuting helpdesk, help desk solution, etc.
Desktop helpdesk refers to a type of helpdesk which is usually provided by a local computer rental center. It provides both telephone assistance and live chat support. Such desk software can be installed easily and it requires only basic computer skills. A typical help desk software comes with desktop icons, which allow it to blend with the look and feel of the local computer rental center. These days, most help desks come with a number of applications such as a desktop manager, contact manager, task manager, workflow manager and so on. With an IT helpdesk, a business will be able to keep track of its customers, which helps in retaining customer loyalty.
IT help desk software also comes with a knowledge base application that makes it very easy for the agents to refer to information and facts, when required. This helps them to handle queries in a professional manner. There are various knowledge base tools available, which provide instant knowledge base solutions to the agents. There are some basic functions provided by these desks like answering phone calls, sending e-mails, transferring files to other computers, etc.
Another important function of an IT helpdesk software is ticket management. This helps in controlling the IT service customers from receiving too many tickets, which is often a cause of irritation. The ticket management feature will automatically remove tickets when the agent receives payment for them. Moreover, they will also be able to track the activities of each customer, which will be very useful for business development.
Knowledge Base application plays a vital role in IT helpdesk service.
It helps the agents to acquire more information about their customer’s problems and it also improves their knowledge about customer service in general. Through this feature they can make quick analysis and develop a proper plan to resolve the problem of a customer. It also keeps the business records updated, which is very helpful for the growth of the business. IT helpdesk desk software is also capable of generating reports regarding the progress of the agents and their performance, which can be used for decision making.
- Open source help desk solution provides more flexibility to the managers of IT departments.
- This solution comes with a number of features which make it very flexible to customize.
- The working of the desk such that the organization can make more use of it according to its needs.
The most popular open source help desk software is Kroman. It is used by several big organizations all across the globe.
IT helpdesk systems should be customized for proper functioning. The configuration process can be done by an expert or a manager. They should also decide the use of Paldesk. A good Paldesk implementation will allow the user to track the help desk session information and resolution time very easily and quickly. IT helpdesk solutions are vital for proper business operations. The management can get information about the customer satisfaction through the data obtained from the help desk software.