Helpdesk Does it Really Help?

By: jaya sinha

Help Desk is a place where information technology users get assistance for their IT related tribulations.

This assistance is generally provided through a toll free number, a website or an e-mail address. In a small organization, help desk can be a phone number of a particular technician who deals with computer troubles. But in a big organization, help desk is a group of computer experts that deals with various hardware & software related problems and keeps track of response to the problem.



Some alternative names given to a helpdesk are Computer Support Center, Customer Support Center, IT Solutions Center IT Response Center, Customer Support Center, Resource Center, Information Center, and Technical Support Center etc. Every organization has its own help desk. Major functions of help desk include Call management, Knowledge management, Call tracking, self help capabilities and problem resolution.



Help desk is different from a traditional phone system: A help desk is different from traditional phone in the following ways-

&bull One needs not to replicate itself again n again on the phone that leads to ease of work. In case of traditional phones sometimes the person on the other region doesn't understand your problem well and you have to repeat yourself many times.

&bull Help desk is a quicker way of solving a problem. Help desk always has a technician present to resolve your dilemma.

&bull You can get a good solution to a problem. Because when more than one person is listening to your problem, you can get more than one views on same problem. Help Desk keeps the whole team together to get you suitable solution in the shortest promising time

&bull You can get the benefit of previously solved queries.

&bull You will sometimes get a written solution to your problem. Written e-mail confirmation assures you that somebody is there fro you to help you.

Help desk play a very important role in expanding a business. A business always flourishes, if your customers are happy. Help desk plays a key role in customer's satisfaction. If a customer has some kind of confusion with your service or product, then they are independent to ask any question regarding the product or service from a help desk. A help desk mainly performs the following functions:-


  1. Gain customer satisfaction

  2. Improve public image

  3. Increase efficiency



There are many help desk softwares in the market. For example SysAid is free help desk software that provides help regarding an organization's inventory problem. E11 and ZaZaChat is another help desk software that solves the need of a small business as well as big organization. Kayako provides online help desk software and support solution. BridgeTrak Suite helps your organization by issuing information important to business communications and customer management.

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