Services help desk

ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. The IT Service Desk is intended to be a primary point of engagement between users and an IT organization. According to ITIL, the service desk is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services. The IT helpdesk function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t un...

The IT Service Desk is intended to be a primary point of engagement between users and an IT organization. According to ITIL, the service desk is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services. A service desk typically has a broad scope and is designed to provide the user with a single place to go for all their IT needs. The IT helpline function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the...

In the computer world today it is important to remember that at every second your computer is at risk of being contaminated with an ugly virus. There are many ways your computer may become infected from e-mail viruses to Trojans. These infections can cause damage to your hard drive, attach themselves to your programs, or can even spread to other people's computers from your e-mail. It is essential to protect your computer from these invasions by using good anti-virus software... In the computer world today it is important to remember that at every second your computer is at risk of being contaminated with an ugly virus. There are many ways your computer may become infected from e-mail viruses to Trojans. These infections can cause damage to your hard drive, attach themselves to your programs, or can even spread to other people's computers from your e-mail. It is essential to protect your computer from these invasions by using a good anti-virus software program. The best op...

The IT help desk services are typically seen as more tactical, with the primary goal of helping to quickly resolve end-users’ immediate needs and technical issues and incidents. The help desk is reactive in nature but is expected to be efficient and speedy. Some key traits of the help desk include: Acting as a single point of contact (SPOC) for IT support Using a tracking solution for all incoming incidents Automating ticket tracking, routing, and email notifications Offering basic incident and service request management Some (limited) integrating with other ITSM practices, such as configuration management and knowledge management Some areas/applications supported by specialty groups outside of the help desk Providing Levels 1 and 2 support and pass incident ownership if escalation is needed Displaying basic self-service options for end-users. IT service desk is a generally broader function that is more strategic and cross-organizational. A service desk looks at t...