Home
 Home
Help
Help Desk
Customer Service
At Home Agents
Directories
Call Center Jobs
Call Center Directory
Call Center Training
Lead Generation
Mortgage Lead Generation
Lead Generation
Outbound Telemarketing
Call Center Essentials
Call Center Hardware
Answering Service
Market Research
After Hours
Do Not Call Info
Inbound Telemarketing
Pharmaceutical
Call Center Software
Call Center Interview Q & A
Business Services
Voice Mail
Business DSL
Business Web Hosting
Cisco Certification
Merchant Accounts
Microsoft Certification
Online Backup
Oracle Certification
Project Management
Software Development
T-1 Lines
Teleconference Services
VOIP Services
Web Development
Collaboration Software
|
What is the help desk? A help desk has several functions. It provides customers or even employees
with a central point to receive help on various hard and software issues. Help desk support can be
administered through many delivery options including a live operator help
desk, web based help desk, help desk software, or an IVR based help desk solution.
Call center hardware and software usually play a central role in a help desk operation.
The help desk typically manages its requests via help desk software such as:
HelpSTAR
HEAT
Remedy
Pergindine ServiceCenter, RT
TrackIT
These help desk packages allow you to track user requests with a unique ticket number.
The user notifies the help desk of his or her issue, and the help desk issues a
ticket that has details of the problem. If the first level of support is able to
solve the issue, the ticket is closed and updated with documentation of the solution
to allow other help desk technicians to reference. If the issue needs to be escalated,
it will be dispatched to a second support level.
For more information on help desk related issues please visit
Inbound Call Center
Information on customer service related issues and calls.
Organization
Large help desks have different levels to handle different type of questions. The
first-level help desk are prepared to answer the most commonly asked questions,
such as those that perhaps belong in an FAQ. The second or higher levels handle
more difficult calls.
Larger help desks have a person or team responsible for managing the tickets and
are commonly called queue managers. The queue manager is responsible for the ticket
queues, which can be setup 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 a ticket 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 there all analysts get time to follow
up on calls, and also ensures that there are always analysts available to take incoming
phone calls.
Deskside team
The deskside team is responsible for the desktops, laptops and peripherals such
as PDAs. The help desk will assign the deskside 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 workstations
to another location.
Network team
The network team is responsible for the network software, hardware and infrastructure
such as servers, switches, 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.
Other teams
Some companies have a telecom 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 bugs 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--such as Microsoft Remote Desktop, PcAnywhere, IBM
Tivoli and Dameware--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.
Help desk is a broadly applied term referring to a staffed resource—often, an actual
desk, or a telephone service—that can help persons answer questions or to use resources
such as audio-visual or computer resources.
Directory of Help Desk Services
Award Winning Call Center
Reduce costs and improve service
Agents can work from anywhere
www.CallCenterExpress.com
Live Answering Service
24/7 Sales People Standing By
Call 1-800-430-6511
A1 Call Center - New York, NY
A Top Call Center Outsourcing
Company in America. Since 1996.
Call Center Quotes
Free Price Quotes from Multiple
Call Centers for Call Center Svcs.
GetaQuote.com
Answering Services Leader
Premier Answering Services,
24/7 Professional Answering Services
AnswerConnect.com
Bilingual Call Center
Bilingual-English-Spanish
Call Center agents $12/hour!
virtueserve.com
IBM Call Center Solutions
Get Real Results with IBM.
Read Case Studies & More
www.ibm.com/services
Virtual Call Center
Hosted ACD/IVR call center solution Low cost, easy setup - Learn More!
www.Angel.com
Remote Call Centers
Slash Voice Trunking Costs.
Keep Existing ACD/PBX, IP or TDM WAN
www.tdmoip.com
Call Center $12 per hour
Bilingual English Spanish $12/hr
State of the art technology
www.gcmcallcenter.com
Does your company offer help desk services? If so email us at info@thecallcentersite.com
and with your company description and website and we will add you to our list.
|
|
