Thursday, April 2, 2020

The role of a Help Desk within the organization

Help Desk Management:

The function of the Help Desk is to provide users with a single point of contact through which their needs regarding the use of resources and services of technological platforms are resolved and / or channeled, always according to a standard adopted by the company. Among the objectives of a help desk are:
  • Answer all received calls.
  • Solve a high percentage online.
  • Online monitoring of derived cases.
  • Reduce recurring calls over time.

Definition:

The Help and Support Desk is a work team, a point of contact between the users of the company and the standard technologies adopted by it, and whose main objective will be to respond in a timely, efficient and high-quality manner to requests that said users carry out, in relation to the various aspects of Information Technology.

Scope:

The scope of a Help Desk is very wide. Some of the categories in which we could group its various functions are the following:
  • Services
  • Attention of Reports
  • Use Policies
  • Training
  • recommendations
  • Advertisements
  • Publications

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