How It Is Used:
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 an incident tracking system, 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 online help desk issues a ticket that has details of the problem. If the first level support technician 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 in the future. If the issue needs to be escalated, it will be updated, noting what was attempted by the technician and dispatched to second level support.
There are many benefits of using an online web application to track support issues.
- Available 24/7. Issues can be submitted view email, web based phone or a computer either on or off site.
- Ability to provide reporting on how fast issues are getting resolved and what user are providing the best support.
- Searchable by anyone in your company that has appropriate rights.
- Automatic emails to end users that the issue is resolved and to technicians when a ticket is submitted