Help Desk

Help Desk

A help desk is the first point of contact for customers and employees. Customers need answers and the help desk is where they turn.

When employees need someone to fix printer problems, update their laptop security, or give them access to a new system, it's the rescue service. When customers cannot access their systems, need help with configuration, or encounter an error, the help desk usually receives a call.

Help Desk vs Service desk

People often use the terms help desk and service desk interchangeably, but the truth is that they both have different and important goals.

A help desk was born from computer-centric computing (mainframe), while a service center was born from computer-centric services. The main goal of a help desk is to solve problems, the main goal of a help desk is to serve its customers or users. The focus is on service delivery and the focus on the client on care services which is less focused on support services.

A help desk can be a good starting point for organizations looking to organize their approach to solving customer problems.

Help Desk Functions

A help desk must fulfill several functions:

Provide a single point of contact: Customers, internal or external, should always know where to go when they need help.

Answer the questions: Customers should be able to use self-service or contact a support representative when they need answers or step-by-step instructions.

Free time: A well-managed help desk centralizes knowledge and provides a workflow guide that helps solve customer problems faster and easier.

Measure customer satisfaction: Customers should always have a way to assess helpdesk and provide feedback to improve processes, knowledge bases and solutions.