Helpdesk

A help desk, help desk or User Help Desk ( UHD ) is an issue tracking system, which is primarily responsible for the support of users of hardware and software, but also for requests from customers in other service areas.

The Help ( Help) can be effected via traditional telephone service, but also with the help of technical equipment and software (remote maintenance, live support system ).

In special issue tracking systems, the queries are managed. Thus, on the one hand resorted to by all account managers used to the service and fault history and on the other hand supported by error analysis, the development of products or service.

The knowledge base plays a central role in the Help Desk to determine the cause and ultimately the solution and restoration of service readiness (Products and Services).

The quality of the help desk plays an increasing role in the evaluation of companies and products. Customer loyalty and image are often closely associated with the offered support.

For help desks to IT management, the ITIL Service Desk framework is a de - facto standard.

Outline the Help Desk

A helpdesk is divided into different so-called Level. A level is a group of experts who is specifically responsible for the activities in this level. Total 3 levels are provided at the helpdesk.

The first level is the initial contact to the customers. This usually consists of employees who do have a basic IT training, however, have focused on a range. At some helpdesks this task is performed by call- center agents. The inquiries made among others by mail, phone, live chat or fax one for an employee in the first level and are documented by this in a ticket tool ( eg OTRS ) and, if possible, resolved. You can not resolve the problem in the first level, the ticket is forwarded to the second level.

The second level consists mostly of better trained and more experienced staff. They usually have more time to take care of individual problems, and are the interface to the third level. In addition, the second level has the task of the first level to train.

The third level handles the problems that could not be solved in the First at Second Level. At the third level is not just about a team as with the first two levels, but it consists of several teams of experts who specialize in one subject. This could, for example, server specialists, network specialists and programmers.

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