What is help desk for the IT sector?

Now that you understand what help desk is , let's understand why it is so cited in the IT sector

The help desk is a service offered by Information Technology companies , working as a technical support for areas related to computing.

Thus, the employee of the contracting company, when he has a problem, opens a call to the IT team, which solves the problem.

Some common problems are: not being able to access the Internet or the company's internal network, the printer is not working, etc.

The questions worked on the help desk are low complexity problems and, therefore, are also called "first level of service".

The second level of service is called Service Desk and will be explained in this article, but later.

What are the help desk formats?
The help desk can be aimed at the company's internal public, the external public or both. In addition, it can be a function of an internal team or an outsourced company ( outsourcing ).

We will better understand these different formats by dividing them into categories.

In relation to the public
Regarding the audience that the help desk supports, we can differentiate them into two: aimed at the internal audience and aimed at the external audience.

The help desk aimed at the internal public is one that assists the company's internal employees when they face any technical problem, whether it is access to the Internet, for example, or when they are unable to use any specific software.

The help desk aimed at the external public, on the other hand, is the one that offers external brand customer service, the one that buys the products of that company and needs some type of support about the product or service.

In relation to the service provider

Regarding the team that offers the service, it can be an internal or outsourced team.

When the team is internal it means that the company itself has a specialized staff in the IT area to manage the calls .

Often the maintenance of an internal IT team generates a high cost for the company, as it depends on technology and on many trainings, therefore, several organizations already have their IT sector outsourced .

In this case, a company specialized in Information Technology manages the team's calls and resolves the requests that reach them.

The help desk service is essential for businesses, but can be done r emotamente and therefore outsource this sector can be a good option.

Thus, the IT team does not occupy the physical space of the organization and does not generate extra costs , since help desk analysts will be the responsibility of the contracted company.

More info:  help desk position