A help desk is a multidimensional resource that reduces the downtime of IT services and functions and makes them available to the maximum. It focuses in particular on the functionality of the end user and is therefore responsible for the rapid resolution of immediate needs, accidents and technical problems for end users.
All basic help desk services must have technical support so that the end user can return to functional mode. As a best practice, the help desk generally uses specialized software to record, track and manage problems that arise. In addition, the instructions in the ITIL (Information Technology Infrastructure Library) methodology are used for optimal performance.
Some of the functions of an effective help desk are:
Monitoring function for all incoming accidents
It functions as a single point of contact (SPOC) for IT support
It provides basic problem management, includes problem escalation procedures and is supported by external expert groups for high -level incidents.
It focuses on accidents and end user problems
Collaborative and easy to use.
Manage the database of all reported incidents and actions
Ability to provide monthly, semi-annual and annual reports on the number of problems, response times, time to resolve the problem and the integration of these parameters into a Service Level Agreement (SLA).
Difference between help desk and service table
The difference between a "help desk" and a "service desk" is deeper than semantics and terminology. While the two terms were traditionally used interchangeably, the introduction of the International Library of Information Technology (ITIL) v3 in 2007 made the difference more visible and usage has become complex. While the service desk reviews all process management, the help desk is part of the final process and focuses on the needs of the end user.
In line with ITIL v3 best practices, the help desk is one of the components of the entire service management and provides information on defined processes and software.
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