Help desk
Resource providing support for organization's products and services
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue raised. Some help desks may have telephone systems with ACD splits ensuring that calls about specific topics are put through to analysts with the requisite experience or knowledge.
Sources and credits
This article is adapted from the Wikipedia article “Help desk”, written by its contributors and licensed under CC BY-SA 4.0. Fathomly has changed the layout, removed citation markers, navigation and maintenance notices, and adjusted punctuation. This adapted version is shared under the same license. For references, see the original article.
Images, from Wikimedia Commons:
- ITS Help Desk.jpg by Teaching and Learning with Technology, CC BY 2.0
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