Help desk
Encyclopedia
A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website
and e-mail
. There are also in-house help desks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a help desk. In the Information Technology Infrastructure Library
, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management
best practice, a help desk may offer a wider range of user centric services and be part of a larger Service Desk
.
, to receive help on various computer issues. The help desk typically manages its requests via help desk software, such as an issue tracking system
, that allows them to track user
requests with a unique number. This can also be called a "Local Bug Tracker" or LBT. There are many software applications to support the help desk function
. Some are targeting enterprise level
help desk (rather large) and some are targeting departmental needs.
In the mid 1990s, Middleton at Robert Gordon University
found through his research that many organizations had begun to recognize that the real value of their help desk(s) derives not solely from their reactive response to users' issues but from the help desk's unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the help desk can be valuable for use in planning and preparation for other units in information technology.
It changes company to company..
Level 1 is generally phone support, although some see it as phone/desktop support.
Level 2 is generally desktop support (that is, your standing at the PC helping), although some see it as an escalation from Level 1 if its not the basics.
Level 3 is generally an escalation point from level 1/2, although some companies have them as product support, ie each member in level 3 does support for a specific application, generally they are industry or company specific custom programs.
or knowledge base
. Typically, an issue tracking system
has been implemented that allows a logging process to take place at the onset of a call. If the issue isn't resolved at the first level, the issue is escalated to a second, higher level that has the necessary resources to handle more difficult calls. Organizations may have a third, higher level, line of support which often deals with software-specific needs, such as updates and bug fixes that affect the client directly.
Larger help desks have a person or team responsible for managing the issues and are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues
, which can be set up in various ways depending on the help desk size or structure. Typically, larger help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue. Some help desks may have phone systems with ACD splits
that ensure that calls about specific topics are put through to analysts with experience or knowledge on that topic.
Many help desks are also strictly rostered. Time is set aside for analysts to perform tasks such as following up problems, returning phone calls, and answering questions via e-mail. The roster system ensures that all analysts get time to follow up on calls, and also ensures that analysts are always available to take incoming phone calls. As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation.
, laptop
s, and peripherals, such as PDAs
. The help desk will assign the desktop team the second-level deskside issues that the first level was not able to solve. They set up and configure
computers for new users and are typically responsible for any physical work relating to the computers such as repairing software or hardware
issues and moving workstation
s to another location.
team is responsible for the network software, hardware and infrastructure such as server
s, switch
es, backup
systems and firewalls. They are responsible for the network services such as email
, file, and security
. The help desk will assign the network team issues that are in their field of responsibility.
accounts, and all aspects of server software. It also includes more advanced services such as databases, Storage or Content Management Systems, specialized proprietary services, and other industry-specific server-based applications.
team that is responsible for the phone
infrastructure such as PBX, voicemail
, VOIP, telephone sets, modems and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration and are assigned these types of issues from the help desk.
Companies with custom application software
may also have an applications team, who are responsible for development of any in-house software. The Applications team may be assigned problems such as software bug
s from the help desk. Requests for new features or capabilities to in-house software that come through the help desk are also assigned to applications groups.
Not all of the help desk staff and supporting IT
staff are in the same location. With remote access applications
, technicians are able to solve many help desk issues from another location or their home office. There is a need for on-site support to physically work on some help desk issues; however, help desks are able to be more flexible with their remote support. They can also audit workstations.
Website
A website, also written as Web site, web site, or simply site, is a collection of related web pages containing images, videos or other digital assets. A website is hosted on at least one web server, accessible via a network such as the Internet or a private local area network through an Internet...
and e-mail
E-mail
Electronic mail, commonly known as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. Modern email operates across the Internet or other computer networks. Some early email systems required that the author and the recipient both be online at the...
. There are also in-house help desks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a help desk. In the Information Technology Infrastructure Library
Information Technology Infrastructure Library
The Information Technology Infrastructure Library , is a set of good practices for IT service management that focuses on aligning IT services with the needs of business. In its current form , ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage...
, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management
IT Service Management
IT service management is a discipline for managing information technology systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction...
best practice, a help desk may offer a wider range of user centric services and be part of a larger Service Desk
Service Desk (ITSM)
A Service Desk is a primary IT service called for in IT service management as defined by the Information Technology Infrastructure Library . It is intended to provide a Single Point of Contact to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT...
.
Functions
A typical help desk has many/several functions. It provides the users a single point of contactPoint of contact
A Point of Contact is the identification of, and means of communication with, person and organizations associated with the resource...
, to receive help on various computer issues. The help desk typically manages its requests via help desk software, such as an issue tracking system
Issue tracking system
An issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization...
, that allows them to track user
User (computing)
A user is an agent, either a human agent or software agent, who uses a computer or network service. A user often has a user account and is identified by a username , screen name , nickname , or handle, which is derived from the identical Citizen's Band radio term.Users are...
requests with a unique number. This can also be called a "Local Bug Tracker" or LBT. There are many software applications to support the help desk function
Comparison of help desk issue tracking software
This article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management.- External links :* * * * * *...
. Some are targeting enterprise level
Enterprise software
Enterprise software, also known as enterprise application software , is software used in organizations, such as in a business or government, contrary to software chosen by individuals...
help desk (rather large) and some are targeting departmental needs.
In the mid 1990s, Middleton at Robert Gordon University
Robert Gordon University
Robert Gordon University is located in Aberdeen, Scotland. Building on over 250 years involvement in education, it was granted university status in 1992. Robert Gordon University currently has approximately 16,407 students at its two campuses at Garthdee and the City Centre, studying on over 145...
found through his research that many organizations had begun to recognize that the real value of their help desk(s) derives not solely from their reactive response to users' issues but from the help desk's unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the help desk can be valuable for use in planning and preparation for other units in information technology.
It changes company to company..
Level 1 is generally phone support, although some see it as phone/desktop support.
Level 2 is generally desktop support (that is, your standing at the PC helping), although some see it as an escalation from Level 1 if its not the basics.
Level 3 is generally an escalation point from level 1/2, although some companies have them as product support, ie each member in level 3 does support for a specific application, generally they are industry or company specific custom programs.
Organization
Large help desks have different levels to handle different types of questions. The first-level help desk is prepared to answer the most commonly asked questions, or provide resolutions that often belong in an FAQFAQ
Frequently asked questions are listed questions and answers, all supposed to be commonly asked in some context, and pertaining to a particular topic. "FAQ" is usually pronounced as an initialism rather than an acronym, but an acronym form does exist. Since the acronym FAQ originated in textual...
or knowledge base
Knowledge base
A knowledge base is a special kind of database for knowledge management. A Knowledge Base provides a means for information to be collected, organised, shared, searched and utilised.-Types:...
. Typically, an issue tracking system
Issue tracking system
An issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization...
has been implemented that allows a logging process to take place at the onset of a call. If the issue isn't resolved at the first level, the issue is escalated to a second, higher level that has the necessary resources to handle more difficult calls. Organizations may have a third, higher level, line of support which often deals with software-specific needs, such as updates and bug fixes that affect the client directly.
Larger help desks have a person or team responsible for managing the issues and are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues
Queue area
Queue areas are places in which people queue for goods or services. Examples include checking out groceries or other goods that have been collected in a self service shop, in a shop without self service, at an ATM, at a ticket desk, a city bus, or in a taxi stand.Queueing is a phenomenon in a...
, which can be set up in various ways depending on the help desk size or structure. Typically, larger help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue. Some help desks may have phone systems with ACD splits
Automatic call distributor
In telephony, an Automatic Call Distributor , also known as Automated Call Distribution, is a device or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system.Routing incoming calls is the task of the ACD...
that ensure that calls about specific topics are put through to analysts with experience or knowledge on that topic.
Many help desks are also strictly rostered. Time is set aside for analysts to perform tasks such as following up problems, returning phone calls, and answering questions via e-mail. The roster system ensures that all analysts get time to follow up on calls, and also ensures that analysts are always available to take incoming phone calls. As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation.
Deskside team
The deskside team (sometimes known as "desktop support") is responsible for the desktopsDesktop computer
A desktop computer is a personal computer in a form intended for regular use at a single location, as opposed to a mobile laptop or portable computer. Early desktop computers are designed to lay flat on the desk, while modern towers stand upright...
, laptop
Laptop
A laptop, also called a notebook, is a personal computer for mobile use. A laptop integrates most of the typical components of a desktop computer, including a display, a keyboard, a pointing device and speakers into a single unit...
s, and peripherals, such as PDAs
Personal digital assistant
A personal digital assistant , also known as a palmtop computer, or personal data assistant, is a mobile device that functions as a personal information manager. Current PDAs often have the ability to connect to the Internet...
. The help desk will assign the desktop team the second-level deskside issues that the first level was not able to solve. They set up and configure
Computer configuration
In communications or computer systems, a configuration is an arrangement of functional units according to their nature, number, and chief characteristics. Often, configuration pertains to the choice of hardware, software, firmware, and documentation...
computers for new users and are typically responsible for any physical work relating to the computers such as repairing software or hardware
Hardware
Hardware is a general term for equipment such as keys, locks, hinges, latches, handles, wire, chains, plumbing supplies, tools, utensils, cutlery and machine parts. Household hardware is typically sold in hardware stores....
issues and moving workstation
Workstation
A workstation is a high-end microcomputer designed for technical or scientific applications. Intended primarily to be used by one person at a time, they are commonly connected to a local area network and run multi-user operating systems...
s to another location.
Network team
The networkComputer network
A computer network, often simply referred to as a network, is a collection of hardware components and computers interconnected by communication channels that allow sharing of resources and information....
team is responsible for the network software, hardware and infrastructure such as server
Server (computing)
In the context of client-server architecture, a server is a computer program running to serve the requests of other programs, the "clients". Thus, the "server" performs some computational task on behalf of "clients"...
s, switch
Switch
In electronics, a switch is an electrical component that can break an electrical circuit, interrupting the current or diverting it from one conductor to another....
es, backup
Backup
In information technology, a backup or the process of backing up is making copies of data which may be used to restore the original after a data loss event. The verb form is back up in two words, whereas the noun is backup....
systems and firewalls. They are responsible for the network services such as email
Email
Electronic mail, commonly known as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. Modern email operates across the Internet or other computer networks. Some early email systems required that the author and the recipient both be online at the...
, file, and security
Computer security
Computer security is a branch of computer technology known as information security as applied to computers and networks. The objective of computer security includes protection of information and property from theft, corruption, or natural disaster, while allowing the information and property to...
. The help desk will assign the network team issues that are in their field of responsibility.
Server team
The server team is responsible for most, if not all, of the servers within the organization. This includes, but is not limited to, DNS or Domain Name System Servers, Network Authentication, Network Shares, Network Resources, EmailEmail
Electronic mail, commonly known as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. Modern email operates across the Internet or other computer networks. Some early email systems required that the author and the recipient both be online at the...
accounts, and all aspects of server software. It also includes more advanced services such as databases, Storage or Content Management Systems, specialized proprietary services, and other industry-specific server-based applications.
Other teams
Some companies have a telecomTelecommunication
Telecommunication is the transmission of information over significant distances to communicate. In earlier times, telecommunications involved the use of visual signals, such as beacons, smoke signals, semaphore telegraphs, signal flags, and optical heliographs, or audio messages via coded...
team that is responsible for the phone
Telephone
The telephone , colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other...
infrastructure such as PBX, voicemail
Voicemail
Voicemail is a computer based system that allows users and subscribers to exchange personal voice messages; to select and deliver voice information; and to process transactions relating to individuals, organizations, products and services, using an ordinary telephone...
, VOIP, telephone sets, modems and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration and are assigned these types of issues from the help desk.
Companies with custom application software
Application software
Application software, also known as an application or an "app", is computer software designed to help the user to perform specific tasks. Examples include enterprise software, accounting software, office suites, graphics software and media players. Many application programs deal principally with...
may also have an applications team, who are responsible for development of any in-house software. The Applications team may be assigned problems such as software bug
Software bug
A software bug is the common term used to describe an error, flaw, mistake, failure, or fault in a computer program or system that produces an incorrect or unexpected result, or causes it to behave in unintended ways. Most bugs arise from mistakes and errors made by people in either a program's...
s from the help desk. Requests for new features or capabilities to in-house software that come through the help desk are also assigned to applications groups.
Not all of the help desk staff and supporting IT
Information technology
Information technology is the acquisition, processing, storage and dissemination of vocal, pictorial, textual and numerical information by a microelectronics-based combination of computing and telecommunications...
staff are in the same location. With remote access applications
Remote Assistance Software
Windows Remote Assistance is a feature of Windows XP and later that allows a user to temporarily control a remote Windows computer over a network or the Internet to resolve issues...
, technicians are able to solve many help desk issues from another location or their home office. There is a need for on-site support to physically work on some help desk issues; however, help desks are able to be more flexible with their remote support. They can also audit workstations.
See also
- ManageEngine ServiceDesk PlusManageEngine ServiceDesk PlusManageEngine ServiceDesk Plus is a complete web based and ITIL ready service desk software package with integrated asset management. It is developed by ManageEngine of ZOHO Corporation...
- Service Desk
- Call center
- Comparison of help desk issue tracking softwareComparison of help desk issue tracking softwareThis article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management.- External links :* * * * * *...
- Comparison of issue tracking systemsComparison of issue tracking systemsThis article is a comparison of issue tracking systems which are notable, including bug tracking systems, help desk and service desk issue tracking systems, and asset management systems...
- Customer serviceCustomer serviceCustomer service is the provision of service to customers before, during and after a purchase.According to Turban et al. , “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer...
- Support automation
- Technical supportTechnical supportTechnical support or tech support refers to a range of services by which enterprises provide assistance to users of technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods...
- Issue tracking systemIssue tracking systemAn issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization...
- SysAidSysAid TechnologiesSysAid Technologies is a leading global developer and provider of IT Service Management and Customer Service Support software. SysAid’s solutions are used in more than 60,000 organizations worldwide, spanning a broad range of industries and company sizes...