Help Desk

4 Pages 1121 Words

Structure of the Help Desk


Computers are a becoming a way life for the world today. They are used in both homes and businesses alike. Everyone will, at least, some time in their life use a computer. A majority of the populace use them everyday, especially the business world. Computer technology is such a huge part of both big and small businesses. Businesses rely so heavily on computer technology that when there is a problem with the system, it could mean huge losses in productivity and profits. So where does one turn when errors like this occur? Towards the help desk, of course.
The help desk is a single-point of contact within a company to manage customer problems and to provide solutions for these problems. However, the help desk is not so cut and dry as the definition may indicate. There are many different types of problems that can occur within system. These can range from simple software bugs to complete hard drive crashes. Each type of these problems may have a simple quick fix or one that may take much longer to resolve. However you look at it, time is money and problems in the computer systems don't make things any easier. In order to resolve these problems as fast and efficiently as possible, the help desks are often structured in a series of levels commonly known as a multi-level support model. Within this model are four levels, each with it's own requirements on how to handle these problems and what to do to resolve them.
The life of a computer problem, or other technology-related error, begins with the customer, or level zero. The user runs into a problem and the first thought of most computer literate people is try to find a solution on your own. There are several help desk self-services available to make problem resolution that much faster by having the customer solve it themselves. With the ever-expanding Internet, most customers can choose to visit a site that contains FAQs, or frequently aske...