Help Desk Administrator: A help desk administrator performs daily help desk operations. This includes hiring and training agents, structuring support processes and monitoring key performance metrics such as agent productivity and customer satisfaction. A help desk manager will generally be responsible for managing the overall budget and reporting performance to the executive team.
Help Desk Agent: A help desk agent answers numerous help desk questions, such as hardware problems that occur on the phone, email or through the help desk portal. They also update the knowledge base and look for ways to educate and disseminate technical skills. Depending on the size of the company, agents can be divided into two levels according to the support experience.
Help desk team administrator: The help desk team administrator supports the help desk administrator by educating new agents, ensuring excellent customer service for everyone and achieving SLA goals. A team leader also monitors performance and provides feedback to managers to improve support processes.
What is the help desk software?
When companies start, they depend on email for assistance. As companies grow, moving beyond email as a main support channel becomes critical. Your support must adapt to your business. If agents struggle to keep up with requests and mailboxes are stacked with unanswered emails, it may be time for help desk software.
The help desk software offers functionalities to accept, track and respond to support requests in an organized manner. In addition, many software providers offer features such as a knowledge base, a self-service portal, SLA administration and reports. Choosing the right help desk software depends on the needs of your company.
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