IT Services Desk

A help desk is a resource is not just a technology intended to provide the customer or end user with information and help secure their various profile regarding the security of a particular organization and support related services or products of a company.

Help desk is organized in a way to solve and resolve different problems at different levels depending on the complexity of the problems. Because of the complexities in problems, hence, help desk is structured into levels and prepared to answer the questions or provide information commonly found in a knowledge base. In help desk every issue is not solved at the first level of its organization, therefore every issue is forwarded down to the second level to handle it much more effectively. The third level of structure may be developed to solve issues related and affecting subscribers. In help desk management, the large help desk has queue managers or queue supervisors whose work is to manage incoming request.


The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software. Corporations usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email.

There are also in-house help desks designed to provide assistance to employees. Apparently, a typical help desk can effectively perform several functions which ranges from integration and troubleshooting, get answers to questions, and solve known problems. Through the use of tracking device, help desk has generally been able to manage its own request through use of supporting software. This system often involve the use of local bug tracker and allows the help desk to track and sort user requests with the help of a unique number, and can frequently classify problems by users, computer program, or similar categories.

Many software applications are available to support the help desk functions. Some target the enterprise level help desk and some target departmental needs. Help Desk able to handling and prioritize all escalate tickets and requests.

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