Helpdesk is a multidimensional resource designed to reduce IT services and reduce functionality and allow it to run for the longest time. It is specifically designed for end-user functionality and is therefore responsible for the immediate resolution of immediate needs, incidents and technical issues.
Each vital function assistance function should provide technical support for returning one end user to mode. As a best practice, help desk regularly uses special software to capture, monitor, and manage problems encountered. In addition, the Library of Technology Infrastructure (ITIL) methodological guidelines are used for the worst.
Some of the features of an effective help desk are:
- Ability to keep track of all future events
- Serves as a point of communication (SPOC) for IT support
- It offers basic problem management, includes problem solving and support beyond dedicated high incident teams.
- Keep track of incidents and end-user issues
- Collaborative and easy to use
- Maintains a database of all reported incidents and actions taken
- Ability to produce monthly, semi-annual and annual problem reports, response times, time needed to resolve issues, and compliance with the terms of the Service Agreement (SLA)
Also read : it help desk services
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