Types of Help Desk Software

Help desk software are of various types. Some are all-rounder. Some are for specific tasks of help desk.

All-Rounder Help Desk Software:

The help desk software applications in this category perform virtually every task that is addressed in a general help desk department. The common functionalities of all-rounder help desk software applications are:

• Many help desk departments take measures for service level management in order to provide quality services and/or products. The help desk software products do it more efficiently.

• Reporting is another functionality that is found in all-rounder help desk software applications.

• Call optimization is also one of those operational features included in virtually all all-rounder help desk software systems due to its ability to often locate the cause of a problem without analysts having to spend time gathering information from the end user.

Particular Purpose Help Desk Software:

To address the broadened needs of specific help desk tasks, software manufacturing companies started making help desk software applications for particular help desk tasks. Some of the help desk software products for specific tasks are:

Tracking Help Desk Software:

This type of help desk software provides tracking of requests, tickets, problems, calls, assets, suggestions, and complaints. Many top commercial businesses use it and are achieving rewarding results.

CRM Help Desk Software:

CRM help desk software applications are helpful in effectively running sale departments and call centers. This type of help desk software products is actually a concoction of internet customer self-service, contact tracking, knowledge management, customer support, project management, and sales intelligence.

Administration Help Desk Software:

Most administration help desk software applications provide internet web integration, time tracking, contact management, issue Management, knowledge base, MAPI email integration, contract management, work group management, and scheduling.

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What is a IT Help Desk?

A IT Help Desk is a resource designed to provide end users with information and assistance regarding problems with computers and related devices or software. Though some help desks do involve a support person working at a physical desk, often services are provided via a call center or over the Internet. In fact, some help desks consist primarily of lists of questions and answers posted online, geared towards assisting users in tackling technology-related issues.

Many corporations provide help desks for the use of their customers, offering support services via Internet or phone. Often, companies provide help desk services to their employees as well. In some cases, both customers and employees use the same help desk to obtain assistance, while in others separate support services are used.

In addition to those set up by corporations, there are many other types of help desks. Smaller companies, private organizations, and educational facilities often provide various help desk services to their customers, employees, students, or members. Furthermore, some help desks are available to anyone in need of help. Usually, no affiliation is required to use this type of service, but the user must typically pay a monetary fee to obtain support. This fee can be a flat rate or an hourly amount, depending on the particular rules of the service.

Large help desks often provide different levels of support. For instance, at the basic level, a large help desk may provide answers to commonly asked questions. At the next level, support personnel may handle more difficult issues and problems. Often, a large service will have entire teams dedicated to working on specific issues. Smaller help desks may provide similar quality support on a narrower scale.

Though help desk services are often provided completely via telephone or Internet, some situations may require on-site assistance. Some help desks provide on-site troubleshooting in certain situations, but many do not. Depending on the particular service, support personnel may work in a company building or in just about any other location. In fact, some help desk technicians choose to work entirely from home.

Many help desks use remote software to manage assistance requests and track users. Remote software allows the user to control a computer from a remote location using a network connection. Often, remote software is also used to troubleshoot computer-related problems. This software enables support personnel to gain access to the user's computer and apply appropriate fixes. Using remote software, a help desk technician can assist an end user located in virtually any part of the world.

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