Help Desk

Author: CCa2z

Date: 14th October 2009

An Help desk is an information and assistance resource that troubleshoots computers and similar products.

Corporations often provide help desk support to their customers through contact centres, websites and email.

Internal help desks provide IT support to employees.

The objective is to resolve the query live.  There may be 2nd tier help desks handling more complex queries.

The 3rd tier is usually a a person or engineer to physically visit the user.  This 3rd tier is obviously more costly and all efforts will be made for good initial diagnosis and resolution.


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