What is a help desk? In short, a help desk
Posted: Thu Dec 12, 2024 10:15 am
What is a help desk?
In short, a help desk (literally translated as a help desk) is a department in an enterprise that is designed to solve current problems. People employed there receive reports from employees/customers and try to solve them. For example, they can help find missing documents, log into the company system, or indicate the person to whom you need to report to find a solution.
Initially, help desks were concerned with solving technical and IT problems – related to, for example, equipment failures, internet connection, etc. Currently, this service is understood much more chinese overseas america phone number data broadly – as we mentioned, it concerns servicing the organization's employees, its customers and other people who contact it. Very often, it is related to formal and administrative issues.
Service desk – what does it do?
So what is a service desk? It is a help desk that focuses on a narrower scope of service, concerning IT and technical problems (as help desk was originally called).
Employees of the organization can report problems with equipment, interruptions in network access, and also use help if they do not know how to operate the device assigned to them. The service desk department often creates procedures that allow for efficient problem solving, such as various types of instructions or lists of answers to the most common funny questions.
In many companies, service desk support (technical support) is part of a broader help desk department. Sometimes, these terms are also used interchangeably.
Read also: Call queuing – what is worth knowing?
How does a help desk work? How to organize such a service in a company?
As mentioned, a helpdesk can be internal and accept reports from employees of an organization or operate more broadly – serving customers, business partners and other people. It is a flexible tool that can be easily adapted to the size of the company and the specifics of its operations.
A help desk may take the form of a physical location (e.g. a reception desk) where people who need help with a specific issue can go, but contact is often conducted:
by phone – via a specially prepared hotline,
online – via instant messaging, chat windows, or traditional e-mail messages.
In practice, all of these aspects – physical, online, and telephone – are often implemented simultaneously. Help desks (similarly to service desks) also work well in organizations operating remotely – thanks to computer systems for storing and exchanging data, as well as modern forms of online contact.
Why is it worth setting up a help desk in your company?
It is worth knowing that communication in the help desk department can be automated, and thus simplified for all parties involved.
An example is a hotline with multi-stage, automatic verification. The customer/employee numerically selects the type of problem they are reporting and is redirected to the appropriate voice recording. If the automated system is unable to resolve the issue, the reporting person will be connected to a consultant.
This type of facilitation allows for the automation of processes in the organization, and thus saves time and money. Repetitive problems can be solved more efficiently, without involving a large number of people.
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How does helpdesk help optimize enterprise resources?
Help desk (and to a lesser extent service desk) is also a way to optimize processes. It allows monitoring events and recording them. This in turn allows drawing conclusions and improving procedures in the company on this basis. New instructions/guidelines for employees, sets of answers to frequently asked questions and other improvements that optimize effort and costs can therefore be created.
Read also: Customer service standards – what are they and how to effectively raise them in your company?
The most important benefit is of course the improvement of the quality of service for employees, customers or other people, and thus their increased satisfaction with everyday cooperation. Various types of facilities are helpful in this - for example, users can track the progress of their case (by receiving an order number, which they enter into the system to check the status of implementation). Such functionalities are of course individually selected to the needs of the organization - different solutions will be effective in each of them.
Help Desk or Service Desk? What to Choose?
If you need to organize technical/IT support for your employees, choose a service desk. If you want to separate the support department for other matters as well – primarily administrative – choose a help desk. As mentioned earlier, the competences of both of these services are often combined.
Remember, however, that the help desk/service desk service can be implemented on your behalf by an external company. A professional contact center office can take care of organizing such a department in its entirety, which allows for activities to be carried out effectively, in the most optimized possible budget.
Most frequently asked questions
What is a helpdesk?
A helpdesk (or help desk) is a department in an enterprise that is responsible for solving various types of problems (often administrative, accounting, related to document circulation, sometimes also technical).
Is helpdesk IT?
Helpdesk solves various types of administrative and organizational problems. In some companies, this department also deals with technical support and IT issues.
What does the Service Desk do?
The Service Desk is primarily responsible for resolving technical problems (e.g. computer failures) and IT problems (connection to the network, security, functioning of the IT infrastructure), and sometimes also administrative support.
In short, a help desk (literally translated as a help desk) is a department in an enterprise that is designed to solve current problems. People employed there receive reports from employees/customers and try to solve them. For example, they can help find missing documents, log into the company system, or indicate the person to whom you need to report to find a solution.
Initially, help desks were concerned with solving technical and IT problems – related to, for example, equipment failures, internet connection, etc. Currently, this service is understood much more chinese overseas america phone number data broadly – as we mentioned, it concerns servicing the organization's employees, its customers and other people who contact it. Very often, it is related to formal and administrative issues.
Service desk – what does it do?
So what is a service desk? It is a help desk that focuses on a narrower scope of service, concerning IT and technical problems (as help desk was originally called).
Employees of the organization can report problems with equipment, interruptions in network access, and also use help if they do not know how to operate the device assigned to them. The service desk department often creates procedures that allow for efficient problem solving, such as various types of instructions or lists of answers to the most common funny questions.
In many companies, service desk support (technical support) is part of a broader help desk department. Sometimes, these terms are also used interchangeably.
Read also: Call queuing – what is worth knowing?
How does a help desk work? How to organize such a service in a company?
As mentioned, a helpdesk can be internal and accept reports from employees of an organization or operate more broadly – serving customers, business partners and other people. It is a flexible tool that can be easily adapted to the size of the company and the specifics of its operations.
A help desk may take the form of a physical location (e.g. a reception desk) where people who need help with a specific issue can go, but contact is often conducted:
by phone – via a specially prepared hotline,
online – via instant messaging, chat windows, or traditional e-mail messages.
In practice, all of these aspects – physical, online, and telephone – are often implemented simultaneously. Help desks (similarly to service desks) also work well in organizations operating remotely – thanks to computer systems for storing and exchanging data, as well as modern forms of online contact.
Why is it worth setting up a help desk in your company?
It is worth knowing that communication in the help desk department can be automated, and thus simplified for all parties involved.
An example is a hotline with multi-stage, automatic verification. The customer/employee numerically selects the type of problem they are reporting and is redirected to the appropriate voice recording. If the automated system is unable to resolve the issue, the reporting person will be connected to a consultant.
This type of facilitation allows for the automation of processes in the organization, and thus saves time and money. Repetitive problems can be solved more efficiently, without involving a large number of people.
Logo Polcall
Do you want to use the services of a professional call center?
Our experts are waiting for your call!
Our clients' satisfaction is the most important thing to us! Check out our offer and let yourself be convinced that we will solve every problem you have.
Contact us!
How does helpdesk help optimize enterprise resources?
Help desk (and to a lesser extent service desk) is also a way to optimize processes. It allows monitoring events and recording them. This in turn allows drawing conclusions and improving procedures in the company on this basis. New instructions/guidelines for employees, sets of answers to frequently asked questions and other improvements that optimize effort and costs can therefore be created.
Read also: Customer service standards – what are they and how to effectively raise them in your company?
The most important benefit is of course the improvement of the quality of service for employees, customers or other people, and thus their increased satisfaction with everyday cooperation. Various types of facilities are helpful in this - for example, users can track the progress of their case (by receiving an order number, which they enter into the system to check the status of implementation). Such functionalities are of course individually selected to the needs of the organization - different solutions will be effective in each of them.
Help Desk or Service Desk? What to Choose?
If you need to organize technical/IT support for your employees, choose a service desk. If you want to separate the support department for other matters as well – primarily administrative – choose a help desk. As mentioned earlier, the competences of both of these services are often combined.
Remember, however, that the help desk/service desk service can be implemented on your behalf by an external company. A professional contact center office can take care of organizing such a department in its entirety, which allows for activities to be carried out effectively, in the most optimized possible budget.
Most frequently asked questions
What is a helpdesk?
A helpdesk (or help desk) is a department in an enterprise that is responsible for solving various types of problems (often administrative, accounting, related to document circulation, sometimes also technical).
Is helpdesk IT?
Helpdesk solves various types of administrative and organizational problems. In some companies, this department also deals with technical support and IT issues.
What does the Service Desk do?
The Service Desk is primarily responsible for resolving technical problems (e.g. computer failures) and IT problems (connection to the network, security, functioning of the IT infrastructure), and sometimes also administrative support.