Intro to Help Desk Software

A help desk is a one of the pillars on which a company’s internal operational improvement initiatives rest. An IT help desk/service management/service desk that is manned by trained staff and has the necessary automation features installed is an invaluable help in finding out recurring issues that affect staff performance. Automated help desk software helps increase staff productivity and reduces operational costs. The main functions of a help desk include information and assistance for customers and troubleshooting. Help desks are accessible via telephones, emails, and company websites. Help desks are also of use in resolving issues pertaining to computers and other such products that may be raised by the company staff. An ideally run help desk is a one-stop resource for help and information for both customers and company employees.

Help desks have evolved significantly from the early days when they were largely telephone-based. The traditional help desk topography is changing with the advent of help desk software and the internet. Customers are no longer required to find their way through automated phone answering machines or be put on hold. Companies no longer need to invest continuously in telephone lines and customers are happy because accessibility to issue resolution measures is now 24 x 7 because of help desk software.

Core functionalities included in help desk software include recording, tracking, and reporting of service requests. The scale of functionalities offered varies with the type of help desk software. Advanced help desk applications generate user-definable reports and improve how to implement service level management.