Help Desk System Functions
Help desks work in numerous manners. Historically help
desk calls are received by a help desk operator and directed
to the appropriate support level person. Frequently the
levels of support involve two or more layers of expertise
with the most common issues resolved at the first level and
more unique or persistent problems passed up to a second
level or higher. Unique Tagging: Typically each help desk
support inquiry is uniquely identified with a specific code.
The help desk user is then assigned to the appropriate help
desk support person or team for
resolution.
In some cases, support can span several days due to
various events such as: sending email updates, obtaining more information,
escalating, writing notes, discovering new problems or even
coordinating on-site visits. |
