How does the Help Desk work?

1. Front End (User)

Beginning with the consumer or can also be called the Front End which has a problem with the program he's using. When he does no longer know the way to restoration it, the person contacts the Help Desk and submits his criticism through telephone, web, or e-mail.

2. Help Desk

Level 1 Help Desk responds to complaints experienced by using users and tries to clear up the hassle. Level 1 Help Desk is the lowest level of the Help Desk. At this level, person troubles are addressed via junior technicians. If junior technicians cannot clear up the problem, they'll ship a notification to the specialist (Back End) as soon as feasible so that the problem is fast resolved.

3. Back End (Specialist)

After notification from stage 1 Help Desk is delivered, Level 2 Help Desk will be liable for person problems.

Admin Help Desk (Level 2) is commonly called the Admin Help Desk. Admin Help Desk will resolve user problems greater effectively, efficiently, and could produce appropriate solutions with a view to then be conveyed to customers.

Engineer (Level 3) If the person does no longer understand the explanation given by the Admin Help Desk or if the Help Desk is needed to go to the customer's house, Engineer or Help Desk stage three is the final solution of fixing a hassle. Engineers are technicians who will go to the consumer's location immediately so that problems can be speedy resolved.

We hope that you have loved the above article describing the IT service desk roles .