We offer you a help desk solution for various types of businesses providing technical support to computer users (or clients). Online applications support that our professionals offer guarantees a flexible contract and the level of management for help desk services which brings us at the level of the best industry practices.
A Help Desk is a source designed for users of IT services to contact when they are having problems with their IT services. Help Desk helps to resolve a multi-tiered trouble by having personnel with extensive technical knowledge available.
Implementation of this multi-tiered support varies greatly within companies. In one company it may be one person with a rich knowledge solving them by a cell phone. In another company it may be several Staffing people who perform some of the support in house and several people Offshore that are contracted for additional support. In third company it may be a multitude of people within their own company performing all levels of It Help Desk Support.
The most strategic method of implementing a Help Desk is to follow Information Technology Infrastructure Library (ITIL) best practices. An ITIL best practices Help Desk must include:
- Single point of contact (SPOC) for IT interruptions
- Computer or Software consultations
- Tracking capabilities of all incoming problems
- Problem escalation procedures
- Problem resolution
Implementation of best practices for Help Desk services is outlined in the Help Desk Management best practices section of ITIL version 3.
Help Desk services are implemented in many different ways, however by following the best practices outlined in ITIL v3, the Outsource of Help Desk will meet the most important need of the customer, it will get them operational as quickly as possible. In addition, by following the best practices, the Help Desk will enable the enterprise to have a foundation for the IT department not only to meet the needs of the end user, but for the IT department to link into strategic areas within the company.