IT Support Desk

An IT Support Desk is a resource that is used to give information and assistance to computer users within the company or in some cases outside. They will answer support calls whenever needed and try to resolve problems. If they cannot fix the problem over the phone then they will pass you on to someone who can help you and who is an expert in that field. Many larger companies often have a team of dedicated employees who form this support desk section. Customers can contact them via a free number in most cases or via a website or on email. Additionally for some companies there are smaller internal support desks for staff of that company alone.

Your normal, every day IT Support Desk will carry out a number of functions. It will offer a solitary point of contact for customers and employees to get help on a variety of computer related issues they may be experiencing. They usually track these requests and issues with their own software that they use to store this information to be passed on to the relevant technician. Each specific all or request that comes into the support desk will be dealt with and then recorded with a unique number. Some of these support desks will primarily focus on all needs and some just on the needs of their internal staff.

If you have a large IT Support Desk in your company, then they will generally split calls into levels depending on the type and nature of a specific question or request. So if you are on first level support you would be responsible for answering common requests or issues that normally can be fixed with the same response or action.  If the issue is not resolved at this level then it gets moved on to the second level.

The second level of an IT Support Desk will focus on more difficult calls that could not be resolved when going through the first level. They may be issues that cannot immediately be fixed by rebooting or some other simple action. This level will have people with more experience in sorting out more complex issues. The third level is a step up again and concentrates on specific queries relating to computer software or hardware. These issues that are dealt with here are normally problems that affect a customer directly and are causing them to have to stop working. They are immediate issues that need to be resolved as quickly as possible.

With larger support desks again you will find that there is a strict roster in place which means that there are always enough people on the switchboard to cater for any incoming calls. Managers will work out when the highest volume of calls normally come and make sure that the staff levels are sufficient for these times in particular. Again, as a customer you don’t want to be hanging on the line waiting for a while to have your problem addressed. An IT Support Desk is invaluable to any company and essential for customers and employees.