A support desk is a multidimensional resource, designed to help reduce downtime for IT services and functions and to provide maximum time. It is focused in particular on the functionality of the end user and is therefore responsible for the rapid resolution of the immediate needs, incidents and technical problems of the end users.
Any basic operational support service must have the ability to provide technical assistance for an end user to return to operational mode. As a good practice, the support service generally uses special software to record, track and manage high problems. In addition, the guidelines included in the methodology of the Information Technology Infrastructure Library (ITIL) are used for optimal performance.
Some of the features of an efficient help desk are:
- Tracking ability for all incoming incidents
- Works as a single point of contact (SPOC) for IT support
- It offers basic problem management, contains problem escalation procedures and is supported by specialized external groups for major incidents.
- It focuses on incidents and end-user issues.
- Collaborative and easy to use.
- Maintains the database with all reported incidents and actions taken
- The ability to create monthly, half-yearly and annual reports on the number of problems, the response time, the time needed to solve the problem and the integration of these parameters into a Service Level Agreement (SLA)
Also read : remote help desk
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