For the help desk for Wikipedia, see Wikipedia:Help Desk.

For the webcomic, see "Help Desk".

A help desk is an information and assistance resource that troubleshoots problems with computers and similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only.

In the ITIL framework, a Help Desk may be part of a larger Service Desk.

Functions

A typical help desk has several functions. It provides the users a central point to receive help on various computer issues. The help desk typically manages its requests via help desk software such as HelpSTAR, HEAT, Remedy, Peregrine ServiceCenter, RT, TrackIT or Micro Outsource that allows them 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 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 level.

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.

See also

• library reference desk
• programming help desk
• help desk humor
• Technical support
• List of remote administration tools

External links

• Help Desk Research by an academic whose site has reports & downloads on success factors, statistics, industry etc
• Help Desk Software Directory (Helpdesk.com)
• SimpleTicket - Open Source Ticketing System produced by Architeles:Help desk