What is the IT Service Management Help Desk (ITSM)?

The focus of what the traditional IT help desk is is limited in incident management, support and provisioning. In other words, its functions are basic compared to what is an ITSM framed help desk.

 serves a strategic vision that adds value to the company. It does this through IT solutions for which it integrates people, processes and technology. ITSM contributes to making the connection between IT and the organization's proposed strategy.

Specifically, the strategy proposed by IT contributes to organizations measuring the impact of IT on their business processes. Therefore, what is the help desk in this other context reaches a higher level and it is there that it becomes an IT service desk .

An IT service desk operates within a strategic framework. Focuses on business requirements. It addresses the implementation of the IT process, monitoring and continuous improvement, in addition to solving existing problems.

You can say that the IT service desk is reactive and proactive. It is reactive because it complies with the functionality of what is a Help Desk as an incident and event management unit. 

More info:  help desk job description

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The Global Service Desk Tools Market Analysis 2019 with forecast period 2020 to 2025 provides an in-depth analysis of market growth factors, future assessment, country-level analysis, Service Desk Tools industry distribution, and competitive landscape analysis of major industry players. The report exhibits both Service Desk Tools market quantitative as well as qualitative data with tables and figures displayed in the form of bar graphs, and pie charts.

Service Desk Tools Market report 2019 comprises strategically vital information such as compounded annual growth rate, working capital, enterprise value and the book value of major companies operating in the market.

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Global Service Desk Tools market requires the gathering of qualitative and quantitative data by using key strategies, display accurate market share, along with emerging markets on the regional and country level. It provides clear Service Desk Tools intuition of raising demands, modern, and future needs of the industry.

Service Desk Tools market capacity, assessment, and growth component from 2019 to 2025 are also covered in this research.

What is help desk or first level support?

Help desk or first level support is the department in a company responsible for providing help and advice on topics relating to the company’s products and services. They are most often found in IT and computer science related industries. They provide support by phone, e-mail or via an internal ticket system. Learn more about the role, tasks and how to become a help desk technician!

You find the support number and hit dial. This is the basic help desk support. Help desk support refers to the process of providing information and support relating to company information as well as information regarding the products and services of the organization to the end-users/customers. It’s also frequent to find internal help desk support to answer technical questions within the company.

Help desk support is therefore also known as level 1 support, 1st level support or first level support.

It is provided by any organization to external clients and may be maintained by the organization itself or may even be outsourced to external service providers.

Help Desk Services Support Business

There has always been a myth regarding outsourcing that it is an evil practice and may damage the business functions! However, it is a boon for the business and serves tremendously to augment customer satisfaction.  A company outsources its functions intending to get enriched customer support services and outsourcing to a reliable experienced partner can bring numerous benefits to the business.

When we talk about the service desk and help desk services, in particular, these serve the business is different ways bringing several perks. Lets’ first define what these services mean to the business:

Service Desk:
Service desk for BPOs is a communication center, which acts as the Single Point of Contact (SPOC) amid the business and the client. The service desk ensures that the customers receive appropriate help from the business on time. The agents here handle all incidents and service requests. It helps the customers to change the password and even assists the business agents in getting new work systems when necessary.

Help Desk Services:
In the IT context, help desk agents are the managers that look after the technical questions that the user faces. These agents even make sure to answer all the other queries of the customers to bring enhanced customer satisfaction.

Most companies outsource their help desk support to get the business customers answered by experts having industry-specific knowledge. The questions by customers are transferred using e-mail, mobile, webpage, etc. Not only is this, but there are also internal helpdesks too that offer services to the in-house workforce that look after the processes within the business firm.

How does Remote Help Desk Technical Support work?

Hiring remote technical support can be a question for many companies. Therefore, it is always good to know how technical support works.

Did you know?
Renowned companies specializing in technology that show that remote service can be as efficient as a face-to-face service.

To find out how technical support works, we've separated some information:

Attendance
You have certainly been poorly answered on the phone, this is inevitable.
It is always good to remember that remote technical support is not telemarketing, remote technical support is specialized service.

In addition to being a fast and efficient telephone service, the solution to problems that arise at any time of the day is guaranteed.

Differential
Remote technical support is considered to be the fastest, does not leave the customer waiting on the line and does not make him call more than once to be answered.
The company always has an employee available so that customers do not wait.

Very practical, it solves the customer's problems in just one call. It brings 97% customer satisfaction.

Constancy
But what about when my employee goes on vacation or is absent?

These are concerns that you will not have with remote technical support, as a huge advantage is constant service. Therefore, you do not have to worry about the absence of employees, service is guaranteed.

Breaking taboos
Remote technical support has been breaking taboos over the years, making remote service a more effective solution tool than face-to-face service.

The advantage is that remote technical support does not depend on just one person, and problems such as traffic, vacations, illnesses, accidents do not interfere with its operation.

You will no longer have to worry about solving your problems in the long term, you will have your results close at hand.

And some say that the remote technical support service is a great representation of a more practical future.
The costs of companies will be reduced, bringing expenses only if it is really necessary.
And everything will be solved by phone in a simple and much faster way.

More info:  helpdesk jobs

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

More info:  service desk job description

Help Desk Technician Entry Level Jobs

IT help desk job description


Provide technical help to computer users. Answer questions or solve computer issues for clients in person, or via phone or electronically. May provide assistance regarding the use of computer hardware and software, together with printing, installation, word processing, electronic mail, and working systems.

Responds to and diagnoses issues through dialogue with customers. Ensures a well timed process thru which issues are controlled. Includes trouble recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal factor for purchaser concerns. Provides guide to end customers on quite a few issues.

Identifies, researches, and resolves technical troubles. Responds to smartphone calls, e mail and employees requests for technical guide. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier guide to quit customers for both PC, server, or mainframe programs or hardware.

Interact with community services, software systems engineering, and/or packages development to restore service and/or pick out and accurate core trouble. Simulates or recreates user troubles to remedy working difficulties. Recommends structures changes to reduce user troubles.

Education

• AS/AA diploma in Computer Science, Information Sciences, or associated IT discipline.

Qualifications

• Three (3) years of directly related experience supporting help desk Tier 1 operations, preferably supporting a large-scale government purchaser.
• One (1) year of IT Problem Solving/Troubleshooting revel in.
• One (1) yr of experience with remote management tools.
• IAT Level II baseline certification according with DoD 8570.01-M, Information Assurance Workforce Improvement Program, (or reap inside six months of TOA or hiring)