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 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 ?
When a laptop stalls, today's help desk employee won't likely come jogging into the room to fix things.
Free help desk software is good and should be used to eliminate home-grown solutions.
Help Desk Authority enables internal help desk technicians and external-facing customer service representatives to manage end-user issues, ensuring that issues are addressed in a timely manner.
SHI first implemented ITSM as its internal help desk application.
A pioneer of CRM since 1992, Soffront offers end-to-end, fully integrated CRM solutions spanning sales, marketing, customer service and employee help desk.
eIuWeeIUre very hands-on with the system,eIN said Carol Rosmait, Supervisor of Help Desk Information Services at Aurora.
RightAnswers also provides its Client Success program, which provides clients with the value-added services that enable help desk organizations to drive self-service adoption, improve support metrics, and identify new content development opportunities during the self-service pre-production, pre-launch, and post-launch phases.
Our survey included a question on the number of help desk staff positions, which in our study includes employees whose primary job duties are described as "technical support," as well as "help desk.
We will continue our commitment to offer a productive and affordable IT Help Desk Software for businesses of all sizes," said Girish Mathrubootham, Director -- Product development at AdventNet.
We are now consolidating our help desk with NCR, a company that has stood out since 1996 as a first-rate business partner.
HDI's best practice-based courses are designed for support center directors, help desk managers, analysts, customer service representatives, and technicians.