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Showing posts from July, 2015

THE HELPDESK

What is it?In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems.  There are many different types of helpdesks and they are called by a variety of different names depending on the function that they serve, however the main point to make clear is that their purpose is to resolve a specific issue for a paying customer. Types of Help Desks At its simplest you could break down Help Desks into two main types. There are definitely sub categorizations within each type and quite often they are called different things, but from an end users point of view there are really only two different types: Contact/Customer Service - this type of helpdesk is generally more administrative in function and scope. They would provide customers with account information and perhaps act in a sales capacity with regards to new services and other offerings that might suit the clients needs.Support & Technical Operations - break/fix or tech support or netwo…