A help desk is an information and assistance resource for company technical problems. Most help desks use incident tracking systems (i.e. Website) to mange requests and track solutions. Help desks are responsible for customer service while providing desktop support, repairing network issues, and providing telecom support. Corporations use help desks in two different ways. The first is to support customer products using a toll free number, website or email. The second is to support employees with internal issues. For a customer, help desks are the company’s first line of defense. Customers call help desks to speak with professionals well versed in the company’s hardware or software. Employees use help desks to make sure desktop hardware and software is functioning properly so that they can do their job. Help desks are a critical part of a corporation’s success. Therefore it is important that a help desk define goals, understand customers, encourages the right attitudes, hire the appropriate skill sets and use remote access.
In order to implement a successful help desk IT leaders must understand goals and the customer base. Help desks are more efficient when they understand there role in the corporations. According to Jim Puchbauer director of marketing at AltiGen the four most common goals for a help desk are, “Handle more customers, handle customer interactions with personal touch, provide expert interactions and be a resource traffic cop.” Puchbauer explains that IT professionals need to understand there primary responsibility is to help the greatest amount of customers possible. When IT professionals help, customers they need to build rapport and create positive interactions. They also have to establish themselves as experts to customers. If help desk agents can create a sense of expertise customers are more likely to seek their help in the future. Analysts are responsible for becoming an information provider who like a traffic cop guides...