Help desks, a resource for assisting users or customers for information is offered at many places and at different levels. The help desks that we discuss here about are a type of service desk, the other two being Contact center and Call center. The service desks are primarily dedicated to the ITSM or the IT Service Management.
The help desk support services are mostly outsourced and most of these work in providing services through inbound call centers.
Business centers, enterprises, Computer dealers… all of them wish to make their ideas and product a success. They also work to ensure that the help desk support services they provide are high and consistent in quality.
The help desk service is done through live chats as well, where in there are several software that are designed to interact with the user in order to understand and solve their issue easily and effectively.
Screen sharing is another option that is now used in most of the online help desks. With the help of internet, the user and the agent at a call center arrive at a decision to share the user/ customer’s screen in order to diagnose the problem the user is facing. This way, the agent is not only solving the issue, but the customer is being educated through this process. Many individuals who are handicapped in technical knowledge or gadget applications found this to be a solace.
The Help desk does not mean that it can solve every issue of the user or the customer of a product. There may be situations where in the issue should be diagnosed in many dimensions. For this the agent at the help desk will raise tickets routing to different departments to solve the issue. Here, we understand that there can be group of experts in many existing at different levels tracking the status of the issue and analyze what best is to be done to ensure great feedback and better user experience.
The help desk support services are one entity of the service desk that many companies around the world concentrate on. Every detail, right from the time the customer placing the order to tracking the shipment through the dispatch team is taken care off. This is relatively cheap and inexpensive way of user communication. The users/ customers can contact the help desk executives or agents though toll free numbers that the dealer or the company provides.
Author is member of working team for Barrister.com. Barrister Global Services Network is a premier provider of Printer Repair
, Computer Repair
and all other IT related services.