What are the main objectives of a help desk and why can it be interesting for your company?

The help desk is a crucial component for your company to achieve quality service objectives. The key to successful customer service , whether internal or external, is for the company to maintain its operations with maximum efficiency and to operate as long as possible.

For this, your company should consider investing in automation, in this technological support, if you want to be successful in the operational aspect of the service. Therefore, keeping your company's IT sector, as well as its functions and tools fully available and operational for as long as possible, is an essential condition for obtaining maximum customer satisfaction.

To understand how this is possible, learn about the primary goals of technical support and learn how this software can make your operations even more efficient.

Help desk definition

Help desk arose from the English term help desk , which means service balcony. It is the help and support service for users of a tool or for customers and consumers who need to have solved technical, information technology, information technology, telephony or consumer relations problems before and after a sale remote help desk jobs.

The definition relates to customer service for those seeking solutions, information, clarification of doubts and resolution of technical problems. It is used to improve the management of care solutions .

With it, your company can create a comprehensive database that allows problem management from the root, facilitating processes and reducing operating costs. Therefore, the help desk is divided into three levels of service.

The first level is the most practical and easy part of the help desk: solver and controller. It is the level at which the service professional solves the customer or user problem by explaining and presenting resolution information. And also directing, receiving the problem or question from the client or user, recording all the details and data of the demand and then sending them to the area responsible for the matter, which will have greater knowledge of the request or registered problem.
The second level of help desk assistance involves a team of professionals with a deeper understanding of solving more complex problems. This is the stage in which problems are solved that the first level assistant could not solve, forwarding the call to the next level of service.
There is also the third level of assistance from the help desk, made up of specialists, with the maximum knowledge and skills to solve problems above the previous levels. They are usually manufacturers and developers of software and hardware and even consultants.
Main objectives of a help desk
The mission of the help desk is to be the central point of contact between your service team and the user of the software or even the customer who made or will still make a purchase with your company. Therefore, it can be said that the help desk is considered a function and not just a process.

Therefore, we can say that the main objectives of a help desk are:

Manage, coordinate and resolve incidents as quickly as possible; 
Provide first-level support , that is, the first contact with the user or consumer; 
Act as a single point of contact for all consumers of IT services; 
Maximize service availability; 
Restore services as soon as possible; 
Provide support to business systems; 
Basically assist incident management and problem management; 
Integrate with other company IT service management processes; 
Be the only knowledge base; 
Solve the analysis and monitoring of all incoming incidents;
Comply with service level agreements (SLAs);