This help desk service is given to the customers by corporations through a toll-free number website and email, and the team also works within an organization to provide the same assistance and is called in-house help desk. The desk uses help desk software to track user requests. This software can help in finding, analyzing and eliminating common problems.
Here, the user notifies the problem to the desk and the desk in turn issues a ticket, which has the details of the problem. Help desk has different levels to handle different problems. If the first level cannot troubleshoot the problem it will go to the second level, which attends more difficult calls.
In help desks there will be queue managers who will manage the tickets. As the tickets contain the details of the problem, it will be issued to specialized teams which can troubleshoot the particular problem. The Automatic call distributor (ACD) phones used by the desk help that helps to put specific calls through analysts. The analysts follow up the problems and call back or reply through e-mail. The desk follows roster system to ensure time for analysts to follow up on the telephone calls and their availability for the customer calls.
The help desk team assignees works like problems relating to the computers such as desk tops, laptops and personal digital assistants to desk side team. This team will be assigned the second level problems that could not be solved by the first level.
A telecom team, responsible for the applications like PBX, voicemail, VOIP, telephone sets, modems and fax machines will be assigned by the help desk to configure and move telephone numbers setting up and configuring of voicemail.
JOB TYPE: The help desk need not and will not stay in the same place. As the technology has given them a lot of communication facilities like remote desktops and Pc anywhere, the desk can work in another place or from the home office.
A help desk is like a first aid service to the less informed and baffled computer users. The help desk team needs to make customer service with their knowledge of technology and abilities of troubleshooting.
The desk team needs continuously to learn new technology and support the older system already in use. The candidates who wish to work in the help desk team needs to have an associate’s degree in the computer field and a good experience in handling the problems pertaining to it. If they posses certifications in specific technologies, that would also be considered for appointment. KoreOne helps candidates looking for help desk jobs.