Bigger help desks are sometimes structured into various levels to handle various sorts of questions. For example, a first-level desk is perhaps ready to answer the questions or offer the information commonly found in a knowledge base or the frequently asked questions. If this issue is fixed during the initial phase, it is forwarded to the second phase with resources to look after more difficult scenarios. Some help desk provider companies also have a third level of support to deal with the requirements that are specific to the software. This includes bug fixes and updates that always impact a particular client.
Bigger help desk providers have a team or a person who is made responsible for managing the entire incoming request known as issues. They are also known as queue supervisors and queue managers. The queue manager deals with issue queues; this can be set in different techniques depending upon the structure and the desk size. The queue manager takes care of the issue to one of the expert teams based on the sort of issue highlighted. A few of the help desks probably have telephone systems based on the sort of issue highlighted. Some help desk providers probably have telephone systems with ACD splits. This guarantees that calls regarding particular topics are put through analysts with the necessary knowledge or experience.
Keeping this scenario in mind, we are presenting you the list of four main types of help desk provider teams.
Desk Side Team
The deskside team is also known as the desk support team. This team is responsible for errors related to peripherals like personal digital assistants, laptops, and desktops. The help desk allocates the desktop team the second level desk side errors that were not fixed by the first level. They configure and set up computers for new users and are particularly responsible for any physical computer-relevant work. This involves software repair, hardware problems, and transferring workstations to different locations.
The network team is responsible for infrastructure, hardware, and network software. This includes:
- Backup systems
They are also responsible for the following things:
- Security issues
- File management
- Email configuration
The help desk allows network teams that fall in their field of responsibility. Networks regularly have open source or proprietary monitoring devices that transfer outage information to help desk systems. As outcome tickets are opened automatically.
This team is responsible for the majority of the servers or all of the servers within the organization. This encompasses all of the following aspects of the server software.
- Email accounts
- Network resources
- Network shares
- Network authentication
It also includes advanced services such as:
- Content management system
- Expert propriety services
- Industry-specific server-based apps
Some of the companies have a good telecom team that is in charge of the telephone infrastructure like fax machines, modems, telephone sets, VOIP, voice mails, and PBX. They have the responsibility of arranging and transferring configuration, voice mail setup, and telephone numbers. The types of issues are sorted by the help desks.
Companies having modifiable app software perhaps have an app team who are assigned the responsibility of the in-house software development. Probably, the help desk will assign to the app team issues like hunting for software bugs. Requests for the latest features or data regarding the capabilities of in-house software that comes via the help desk are also allotted app groups.
Perhaps, the supporting IT staff and the help desk staff will not operate from the same location. With remote access apps, technicians are able to resolve help desk issues from their home office and work location. There is still a requirement for on-site support to efficiently collaborate on similar issues, remote support offers good flexibility.
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