The HelpDesk Software and Information Portal

WHAT IS A HELP DESK?

HELP DESK SYSTEM FUNCTIONS

Essentially, the Help Desk is a central point through which problems/issues are reported and and subsequently managed/co-ordinated. From a wider perspective, it is also seen as core part of the service function, responsible for bringing together multiple resources to address an issue.

Of course, Help desk users can be external or internal, making the function potentially critical in terms of both the organization's smooth running, and the quality of direct support offered to customers.

Read more about help desks and their general characteristics Here

But how do help desks actually work? What is their usualy topology and what are the typical functions? Why have software solutions?

These are all importand and valid questions - and are questions that should be regularly considered even when a help desk solution is already established and in place. This section will hopefully answer these and other related questions.

Read more about how help desks function Here

HELP DESK MANAGEMENT

HELP DESK SOFTWARE SOLUTIONS

The importance of the help desk function within a modern business or organization should NOT be under estimated. Its smooth running is of growing importance... problems can cause substantial loss, both reputational and financial.

The Help Desk should therefore be managed to the highest possible standard, ensuring delivery of a measurable and quality service. It is most unwise to leave these matters to chance. This section discusses an approach to help ensure this is the case.

Read more about managing the help desk Here

So what are the typical software functions, and why are they offered? What should you actually be looking for in a help desk solution?

This section explains what the typical functions are, and offers broad information on help desk systems.

Read more about typical help desk application functionality Here

SOFTWARE DEMONSTRATION

HELP DESK OUTSOURCING

Selection of the right help desk software solution is of course very important. This section describes the main functions and features of one of the leading products, and also offers a download for a free no-obligation trial.

The latter (download) is probably the easiest route to better understand the various capabilities of a help desk application and place its role into proper context.

Read more about a leading help desk software product, and optionally download a copy on free trial Here

An increasing trend in recent years has been to outsource the help desk to a third party. This can embrace the help function as an individual entity, or the whole of the IT operation including the help desk function.

Whilst not being appropriate for all businesses or organizations, it does bring significant benefits to some.

See our page on help desk outsourcing for more information on this issue.

PAPERS & ARTICLES

OTHER RESOURCES

This section of Help Desk Software World is a repository for a growing number of articles and papers covering customer service, problem management and support.

A selection of papers and articles broadly covering Help Desks and ITIL

SERVICE LEVEL AGREEMENTS
An SLA defines the basis of understanding between the help desk service provider and the service recipient. See our Help desk service level agreement page for more information.

CALL CENTER MANAGEMENT AND OUTSOURCING
The management of call centers require special consideration. See our page on call center outsourcing for more information.

RESOURCES
The Help Desk is not a island. It must fit comfortably within the organization and should ideally comply with the requirements of ISO 17799 and ITIL. This section considers these matters and identifies sources to assist.

Read more about related standards, protocols and helpdesk support materials Here
Additional Information: The Help Desk Solution Suppliers Directory