Help Desk

What is help desk?

Help desk is the place where any user can get solutions for their problems. Any customer can get their issues solved through the centralized place called help desk by means of toll free number, email or website. There may be different escalation levels in any help desk where the tickets will be passed from level 1 to top levels based on the severity and priority of the incidents.

Difference between help desk & service desk

Help desk is basically a part of service desk and it is an IT service meant for IT service management. It acts as a communication bridge between the users and the IT employees. Service desk follows the best practices as defined by information technology infrastructure library. It is different from help desk, call center or contact center.

Importance of Service Desk

Service desk is extremely essential for comprehensive IT management. It helps to render immediate response to end-user IT problems. You can improve your productivity through the full-fledged IT help desk with well equipped technicians.

However, before purchasing any help desk, you need to check some features to check the efficiency and reliability of your help desk. As in ManageEngine ServiceDesk Plus, your help desk should have the following features to implement ITIL best practices and to troubleshoot all your IT requests effectively.

Web-based interface
Automatic ticket routing and assignments
Email ticket creation
Service Catalog
FAQ Knowledgebase and self-service portal
Asset management and tracking
Automated Password Reset Tool
Integration with monitoring software, Remote Control, E-mails and pagers, AD Synchronization, Windows Single Sign-on and Mobile Access
Software license tracking
Purchase,contract and report management
Incident and problem management
Available in 22 languages

Tips before buying

There are so many help desk softwares which follows the best ITIL practices. Go through the help desk software reviews before purchasing any help desk software. There are so many websites providing some wonderful user reviews of various products. Check it out, try the demo, go through the free trial and then purchase the product for your business.

Reference : Help desk  
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