Help desk is a term in English that literally means "help desk" and refers to a customer service that seeks solutions, clarification on doubts and other requests for technical problems related to telephony, computers, information technology or still pre and post sales.
The help desk service centralizes the receipt of customer requests, which facilitates answers and problem solving. This service can be performed both within a company, and externally with the provision of services to users through a call center or event management system.
As it is a flexible service system, the work can be done both in person and through communication systems, such as e-mail, telephone, forum and different other means of communication. New methods of providing services to users and customers are adopted by companies every year, such as service through smartphone applications for electronics manufacturers.
The help desk also receives several other denominations, such as SAC, Service Desk (which has a wider coverage than the help desk), Service Center and others, although there are some that have their own peculiarities in the relationship and customer service.
The professionals trained to answer customer requests are called help desk analysts or attendants and involve people from different areas, such as telemarketing attendants, company assistants and even employees of lan houses. Despite the numerous areas, the objective is always to work on clarifying, maintaining and managing products and services.
The help desk service is basically divided into three service levels. The first is divided into two parts: solver and driver. The solver is able to solve the customer's problem by providing information and clarification, which is the easiest and most practical part of the help desk. The director is the party responsible for receiving the problem, recording details of the occurrence and forwarding it to a sector that has greater knowledge about the request.
The second level of help desk assistance houses a team with more knowledge about the problems presented. This means that the first level attendant was unable to resolve the ticket and needed to connect the customer to a next level of help.
The third level of assistance consists of specialists with more capacity to solve the problem, above the professionals of the first two levels. These may be the manufacturers and developers of certain software and hardware, in addition to contract consultants and other types of professionals.
Read More: help desk it jobs
The help desk service centralizes the receipt of customer requests, which facilitates answers and problem solving. This service can be performed both within a company, and externally with the provision of services to users through a call center or event management system.
As it is a flexible service system, the work can be done both in person and through communication systems, such as e-mail, telephone, forum and different other means of communication. New methods of providing services to users and customers are adopted by companies every year, such as service through smartphone applications for electronics manufacturers.
The help desk also receives several other denominations, such as SAC, Service Desk (which has a wider coverage than the help desk), Service Center and others, although there are some that have their own peculiarities in the relationship and customer service.
The professionals trained to answer customer requests are called help desk analysts or attendants and involve people from different areas, such as telemarketing attendants, company assistants and even employees of lan houses. Despite the numerous areas, the objective is always to work on clarifying, maintaining and managing products and services.
The help desk service is basically divided into three service levels. The first is divided into two parts: solver and driver. The solver is able to solve the customer's problem by providing information and clarification, which is the easiest and most practical part of the help desk. The director is the party responsible for receiving the problem, recording details of the occurrence and forwarding it to a sector that has greater knowledge about the request.
The second level of help desk assistance houses a team with more knowledge about the problems presented. This means that the first level attendant was unable to resolve the ticket and needed to connect the customer to a next level of help.
The third level of assistance consists of specialists with more capacity to solve the problem, above the professionals of the first two levels. These may be the manufacturers and developers of certain software and hardware, in addition to contract consultants and other types of professionals.
Read More: help desk it jobs
