User Help Desk

From our tsia report defining managed services.

User help desk. A help desk is a multi dimensional resource designated to help in reducing downtime in it services and functions and making them available for maximum time. Converged technology group s end user help desk support services provide end users with remote assistance for their workstations and associated peripherals and guarantee that an engineer will be assigned to their needs within a predetermined period of time. This support encompasses the following areas for pc and mac workstations. Normally the help desks handle requests by using help desk software or issue tracking system which enables the help desk operators to keep track of the user requests using a unique identifier easily find solutions to common queries prioritize cases and so on.

Corporations usually provide help desk support to their customers through various channels such as toll free numbers websites instant messaging or email. A standard help desk offers a single point of contact for users to get assistance. Per the definition above if an end user help desk is a service desk supporting an end user population then it provides the same service desk services as defined by itil just with different characteristics as influenced by its different larger end user population. It is specially focused on end user functionality and thus is responsible for quick resolution of immediate needs incidents and technical issues of end users.