Anyone who has ever operated a help desk knows that there is much more to it than simply sitting at the keyboard registering enquiries. The help desk managers role is a complex undertaking involving a myriad of complex and demanding tasks.
This small portal was designed to assist the busy Help Desk Manager in addressing these issues - not only to ensure that the help desk itself functions correctly, but that it operates in a suitable and stable environment, and that all associated responsibilities have been properly discharged.
To achieve this we address a number of direct and indirect topics and issues. These range from direct consideration of the help desk itself, to investigation of security and disaster recovery planning matters.
Introduction - What is A Help Desk
At its most basic level a Help Desk is a central point through which problems or issues can be reported and managed. However, these days it is very much seen as a core part of the 'service management function', responsible for bringing resources together to tackle a variety of issues.
Help Desk Software
Help desk software product offerings are wide and varied. They range from simple ticket tracking to fully integrated Customer Relationship management (CRM) systems.
Supporting Tasks and Functions
Help desk management is not an island. The help desk itself must sit within a proper corporate structure, and adhere to the basic management principles applied elsewhere. These include due cognizance of security and contingency planning.
As part of the service management function, service level agreements are also of major importance, and of course the emerging ITIL protocol is growing in importance.
Further Information
Hopefully our portal will have proved to be useful in offering direction. For further assistance please contact us through our contact page.