THE IN-HOUSE HELP DESK AND ITS PURPOSE1
Computer Help Desk Support
In this article, we will be defining what an in-house help desk is, many of us may be aware of the term help desk but not what the term in-house means. We will look at how the in-house help desk is beneficial to employees of organizations that implement them, the general purpose of in-house help desk, the important features of the in-house help desk and hot the help desk can save time for an organizations employees.
The in-house help desk of any organization is important for the assistance of employees. It is vital to any organization’s success that the company’s employees are able to create documents. A help desk is a resource, which employees can use to troubleshoot program errors, maneuver through unfamiliar programs, and ask general questions. There are many more uses for the help desk within an organization. The help desk can be an invaluable resource for any employee, regardless of his or her computer experience.
The general process of the help desk is as follows:
The employee calls the help desk with issue or question. A help desk ticket is created.
The help desk employee either addresses the issue or question or forwards the issue or question to a higher-level technical support staff member. The help desk staff member follows up and ensures the issue or question is resolved. The help desk employee checks with the employee to make sure there are no more outstanding issues or questions. The help desk ticket is resolved.
The diversity of today’s workforce provides many opportunities for help desk employees to assist employees with a wide variety of computer application experiences. Familiarity with computer software can greatly differ for employees in which computer software experience is not a required part of their job position. The help desk can save valuable time: time an employee may waste researching...