help desk


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help desk

A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities. See tech support.


The Help Desk Process
Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com)
References in periodicals archive ?
Conference Will Provide Week-Long Forum to Learn the Latest in Help Desk and Customer Service Automation, and Exchange Best Practices, Techniques, and Real-World FootPrints Deployments
a leading provider of web-based service desk automation software targeting the mid-market, today announced that Lehigh University has selected FootPrints(R) to automate its campus-wide help desk operations.
The system allows help desk personnel to operate technology in the classroom without actually reporting to the site.
The Help Desk is part of the Strategic Business Solutions Division of Northwest Farm Credit Services, which is located at the organization's Spokane headquarters.
Over or under buying help desk features will diminish benefits and make implementation more difficult.
Experienced adult education instructors learn how to deliver the Help Desk 2000 Certified Help Desk Manager(TM) and Certified Help Desk Professional(TM) certification programs through the Help Desk 2000 Certified Instructor course.
ITSM enables SHI to tier its help desk, automatically passing tickets on to level two or three agents when needed as tier one agents indicate the type of issue.
Help Desk 2000 sponsors receive various opportunities to actively participate in Help Desk 2000 initiatives, such as the Help Desk 2000 WorldSummit '99(TM) in Hong Kong, the Help Desk 2000 Tools and Technology seminar, as well as discounts on Help Desk 2000 education and certification programs.
The company's cornerstone product, TriActive Remote Manager (TRM), enables help desk engineers and LAN administrators to access, diagnose and fix networked systems remotely through a web browser.
eIuWeeIUre very hands-on with the system,eIN said Carol Rosmait, Supervisor of Help Desk Information Services at Aurora.
Our partnership with them offers us a unique opportunity to impact the industry as a whole through their certification and seminar programs and the development of 'best practices' for the Help Desk discipline.
Also included in the suite is RightAnswers Support Analyst, which provides a forum for support analysts and help desk professionals to effectively resolve open incidents, enable problem management processes and access key IT resources for support.

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