What is a help desk in technical support?

First of all, what is a traditional help desk? Well, it is the structure, made up of human and material resources, that allows the Information Technology (IT) department to face unexpected situations related to the technical support area. These may come from the company itself or stem from the services it provides.

In other words, when describing what a help desk is , it could be said that it is a link station between technical support and users, aimed at speeding up the resolution of problems. In addition, as part of its functions, it must keep a record, control and resolution of cases.

The fundamental goal of a help desk is to make communication between the support team and users effective enough to achieve the goals. Thus, this unit guarantees the operation of the company's infrastructure and its services for its clients.

Help desk issues range from providing answers and solutions to providing advice regarding an organization, products and services. Your team not only handles topics solely about hardware and software, it can also, for example, address answers to frequently asked questions.

Another aspect of the help desk is the channels through which it communicates with the user. You can use toll-free numbers, websites, social media, email, or instant messaging.

In other words, the end users served by this unit may be internal or employees of the company, as well as outside the organization to which this work unit belongs. What remains as a guideline in what is a Help Desk is that it has a key role in customer service and satisfaction.

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