What is the role of a Help Desk within the organization

Management of a Help Desk:

The function of the Help Desk is to provide users with a single point of contact through which their needs related to the use of resources and services of technological platforms are resolved and channeled, always according to a standard adopted by the company. Among the objectives of a help desk are desktop support duties:

• Answer all calls received.
• Solve a high percentage online.
• Online follow-up of derivative cases.
• Reduce recurring calls over time.

Definition:

The Help and Support Desk is a work team, a point of contact between the users of the company and the standard technologies adopted by it, and whose main objective will be to respond in a timely, efficient and high quality manner to the requests that said users perform, in relation to the various aspects of Information Technology.

Scope:

The scope of a Help Desk is very wide. Some of the categories in which we could group their various functions are the following:

• Services
• Report Attention
• Usage Policies
• Training
• recommendations
• Advertisements
• Publications

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Benefits:

This service provides the following benefits for users and for the organization:

• It provides a unique contact number where users can channel their queries or problems.
• A centralized administration of all the requirements and problems associated with the IT platform is provided.
• Constant support availability.
• Increase the productivity of users, preventing them from requesting help from their co-workers, generating downtime and solving a high percentage of the requirements within minutes.
• Relieves a very demanding problem to the computer science areas, who are the ones who usually assume this role, allowing them to devote themselves to their core activity.
• Provide information and recommendations periodically to take continuous improvement actions.

Components:

• First Level of Support : This role represents the first point of contact with the user. The first level of support is made up of personnel in charge of solving simple and / or procedural requests by telephone, based on previously relieved procedures for first instance resolutions.
• Second Level of Support:  This role corresponds to the groups of technicians responsible for resolving requests that require a higher degree of specialization. The second level of support is made up of more specialized personnel and they act on the basis of predetermined procedures according to the respective specialty of each one.
• Supervision:  With the purpose of administering the service, the figure of the Supervisor is understood as the one who will be in charge of ensuring and controlling compliance with the predefined solution time standards for all calls received, as well as monitoring and control. of the correct fulfillment of the standards of solution times for all problem reports, as well as of the commitments assumed by the resolution units regarding the terms of solution of these reports. The Supervisor will then act as the first level of escalation for cases not resolved within the specified time.

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Analysis unit:

The function of an Administrator or Analyst of the Help Desk Software, will be to carry out a monthly analysis of Indices and Data, whose objective is to evaluate the behavior over time of all the Indices defined in advance in the detail of procedures, according to agreements of service, timely warning of deviations that may occur, and generating proposals for corrective actions. In addition, it must have the user survey service according to its sector, which includes the realization of semiannual surveys to all users associated with the Help Desk service, in order to identify weaknesses in care and establish continuous improvement. The survey format can be developed in conjunction with the client.