What is a Help desk?
A help desk is an IT resource which troubleshoots users' problems with computers, computer networks, printers and other IT hardware.
Companies often have a helpdesk-department which provides support to the company's customers via a website, a telephone number or email.
Also there are internal helpdesk-departments which provide the same type of support to the company employees.
Help Desk Software
Helpdesk Software is a collection of programs used to automate the helpdesk's daily activity. Helpdesk Software inlcudes:
- Issue Tracking Software - registers and tracks user's requests
- CRM Software - automates most of the company's front-office departments including the help desk
- Remote Control Software - controls the user's desktop over a network, allowing service engeneers to resolve issues remotely
- and more...