help desk


Also found in: Dictionary, Thesaurus, Acronyms, Wikipedia.

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 and help desk ticket.


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 ?
Provido also clarified that the DA assistance will not be limited to Malasakit help desk alone, as they are also active in extending interventions to people who do not have direct contact with the government.
By having a help desk, a person knows the available options and clears doubts," Rajamurugan said.
The initial step to resolve the problem, Hasto added, was by setting up the help desk. He also will complete soon the payments for affected residents who have already been under the consignment.
Even before the creation of a help desk, the provincial government, through the Provincial Social Welfare and Development Office, has been extending financial assistance to repatriated Cebuano OFWs who were retrenched
"It is clearly not efficient to have public help desks open when they are not being used."
Together, Motive SMP 7.0 and Motive CAL 2.0 are aimed at helping service providers lower costs by reducing average help desk handling times 5 to 15 per cent and eliminating inappropriate truck rolls (dispatching a service technician to a customer location) related to network outages by as much as 90 per cent.
self-service actions through a help desk approval process.
Managed service providers can bundle ProCare Help Desk into their service offering, which includes a 24x7 first response resolution of connectivity issues for end-users and guests accessing the wireless network.
With 7.1, Spiceworks' 4 million members can now get additional functionality from Help Desk as well as the company's mobile device management platform.
The update includes performance enhancements to its IT inventory, help desk and mobile device management capabilities, as well as new ways for technology vendors to more seamlessly integrate their offerings with Spiceworks.
The change will expand the existing assistance staff (an equivalent to two full- time positions) who work on other online systems to a fully staffed help desk of nine.
ManageEngine, the real-time IT management company, has unveiled the ServiceDesk Plus-MSP iPhone app, the industry's first voice-enabled mobile app for managed service providers (MSPs) running an IT help desk. The ServiceDesk Plus-MSP iPhone app sets a new standard for MSP help desk software, incorporating proven speech recognition technology to enable IT professionals to manage the entire lifecycle of help desk incidents using spoken input from executing commands and dictating notes to making other extended text entries.