Helpdesk Support is the process of responding to customer inquiries, taking tickets, solving customer problems, and otherwise providing customer support via a formal, organized software system. You may want to contrast help desk support to customer service, which does not use a software system, which is customer service that is done by an individual. Some help desks perform more generic customer service functions, IT support helpdesks are more like a tech support desk, working on keeping systems and software running correctly for customers or organizations. Sometimes, the line between the duties of the help desk and the desktop support is blurred, as a help desk may use remote-access tools like TeamViewer or LogMeIn, and run troubleshooting procedures right at an end users desktop.
A help desk is a resource designed to provide the client, or end user, with information and support related to a companys or institutions products and services. Help desk support refers to the process of providing the end user/customer with information and support related to the information about the company, and the information related to the companys products and services. A Help Desk, or First Level Support, is a department within the company that is responsible for providing assistance and guidance regarding topics related to the companys products and services. Help desk support is provided to any organisation to outside customers, and can be maintained in-house by the organisation itself, or can also be outsourced to an external service provider.
A help desk enables your team to deliver a delightful experience that turns customers into advocates, helping you to be a successful “flywheel” organization – one in which client success drives growth for your business. This type of help desk usually provides a self-service portal where customers, both internal and external, can send requests for routine support tasks. A Helpdesk or Service Desk is a single point of contact providing centralized information and support management services for handling a companys internal or external inquiries. An IT Service Desk handles everything from single tech issues to full-blown system failures, providing the Single Point of Contact (SPOC) to its users for seamless, efficient interaction with an organizations IT department.
Service desks promote communication and collaboration among IT and other departments, helping resolve, or even prevent, unforeseen failures and disruptions, helping you create, assign, track, and respond to tickets. Service desks can be used to schedule changes processes, assign transitional tasks, and automate notifications to ensure IT users know what to do and when. Service desks offer robust ticket management and routing features to keep your customer support teams organized and on task. A helpdesk software solution allows the business to solve customers complaints more quickly and effectively simply by automating the process of complaint resolution through the use of ticket management systems.
When customers send your company a ticket, they may be expecting an extended waiting period, but by using a ticket organization function of a helpdesk, you can pleasant surprise them by providing an answer within less than one working day. Staff creates support tickets using a help desk software to keep track of customer support. When an initial call cannot be resolved right away, the support team uses a ticketing system to ensure customer requests are handled promptly. The best part is, the majority of support tickets for help desk tools are canned responses, so you can just set up an answer that will fire once the customer sends a ticket.
Where technical support is capable of being a more proactive fix to a lot of problems, updating software, and keeping problems from happening, help desks are usually more reactive, offering solutions for problems that are already happening. The help desk is equipped to handle more basic questions, and offers solutions for relatively straightforward problems such as reset passwords, application support, software assistance, and server backups.
Since the helpdesk agents role is one that involves interacting directly with customers, it is important that they are able to communicate with people, understand their issues, queries, or concerns, and be able to offer comprehensible solutions. As a help desk technician, you are responsible for responding to emails, chats, or telephone inquiries, and providing technical support for customers using computer systems, hardware, and software. As a help desk technician, your duties and responsibilities include receiving a technical support ticket, call, or e-mail, communicating with a user or customer, hearing his/her concerns, diagnosing the issue, and walking him/her through a solution. Technical support is a kind of customer support or in-house support that helps customers or employees solve problems with their software, hardware, or technology devices.
Remote support desk software allows technicians to easily perform diagnostics, review settings, modify configurations, download files and drivers, and guide users through features on their devices or show how to use a specific app. Using a single remote help tool, technicians should be able to solve both simple and complex issues on a variety of platforms, including Macs and PCs, as well as on mobile devices running Android and iOS. Make sure that your remote support solution provides a selection of connection methods that match the workflow at your company, and allows for quick, secure sessions, whether initiated by the technician or an end-user. Simplify your support tasks: Technicians can initiate online sessions with a remote desktop from inside your ticketing and CRM applications.
A good helpdesk for business allows faster collaboration amongst your teams, particularly those not in the support department, helping to provide business-class customer support. Typically, if a team at a helpdesk works in the same building as the users it supports, it operates out of a distinct, well-partitioned space, separated so that the end users do not start their support personally, because that leads to interrupted work, and also inaccurate documentation and reports. The features in a help desk that the support rep would most use would probably be automation, user experience, increased productivity, and actually being able to support customers within an interface. Occasionally, the customer support manager might hop in an email box to dig their hands a little deeper and get an idea of where things stand, or handle a referral, but for the most part, they are expected to stay away from the frontline of customer service.
For the managed services provider, the distinction of establishing helpdesk and desktop support is about more about defining the way the support is going to be delivered, rather than about the language itself.