Introduction to Service Desk: Help Desk

 

What is Helpdesk ?

Helpdesk is a service that provides technical support and information to users, customers, or employees of a company or organization. The main work of Helpdesk is to solve people's problems, answer their queries, and guide them.

What is the work of helpdesk?

1. Issue Resolution – If someone has a problem related to system, software, or hardware, then the helpdesk solves that problem.
2. Ticket Management – ​​When a user complains, a "ticket" is assigned to him. The helpdesk team tracks that ticket and solves the problem.
3. Customer Support – The helpdesk answers customers' questions (via phone, email, chat, etc.).
4. Guidance and Training – Sometimes the helpdesk also provides training for using new software or systems.
5. Remote Assistance – The helpdesk team can also help by accessing someone's computer remotely (remotely).

Types of Helpdesk:-

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1. IT Helpdesk – For computers, internet, software issues.
2. Customer Service Helpdesk – For product or service related queries.
3. Internal Helpdesk – For employees inside the company.

Component of Helpdesk Support:-

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1) Process: Process components refers to the various elements or stages involved in the support process. These components outline the Steps & Activities that helpdesk teams follow to effectively handle and resolve user issues. The specific process components may vary depending on the organization.

@ Increased agent's productivity

@ Improved customer experience

@ Faster response time

2) Technology: Technology refers to the tools,systems and resources utilized to facilitate the delivery of support services. Technology plays a crucial role in enabling helpdesk teams to efficiently manage and resolve user issues.

3) Information: Information refers to the Data,Knowledge and Resources that helpdesk agents rely on to effectively provide assistance to users. Access to accurate and relevant information is crucial for resolving technical issues,answering inquiries and delivering quality support services.

4) People: People refers to the individuals involved in the support process. they play essential roles in delivering effective and efficient support services to users or customers. Key people involved in helpdesk support

@ Helpdesk Agents

@ Support Managers and Supervisors

@ Subject Matter Experts_(SME)

@ IT Staff and System Administrators

Example:-) Problem: Laptop not booting

Process:

1. Ticket create → Categorize (Hardware, High priority)
2. Assigned to L1 tech → Basic checks
3. Forwarded to L2 → BIOS reset & OS repair
4. Resolved & ticket closed
5. Feedback received

Example:-) Employee Mr. Abhishek's office email account is not logging in.

Process:

Step-1) Ticket Creation Abhishek emailed IT Helpdesk: “Having email login issue.”

Detail-) Ticket ID: #10234 created in Helpdesk system.

Step-2) Categories & Priority Set Category: Email Issues

Detail-) Priority: Medium (work is on hold)

Step-3) Assignment 

Detail-) Ticket will automatically be assigned to L1 Support Team.

Step-4) Diagnosis (Check) 

Detail-) L1 agent talked to Ravi on phone:

✔️ tried to reset password

✔️ checked account locked status

Step-5) Resolution 

Detail-) Account lock detected. L1 agent unlocked + gave temporary password.Abhishek tried to login — Success

Step-6) Ticket Closer

Detail-) Confirmation received from Ticket Closer Abhishek: "Issue resolved."

Ticket #10234 has been closed.

Step-7) Feedback & Report 

Detail-) Abhishek gave feedback: ⭐⭐⭐⭐ (4/5)

Report me record added: "Email unlock issue, resolved in 1 hour"

Mode of Communication:-

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1. Phone Call
2. Email
3. Chat Support(Live Chat)
4. Self-Service Portal
5. Mobile App
6. In-Person(Walk-in Support)
7. Chatbots/Virtual Agents
8. SMS/WhatsApp/Messaging Apps
9. Video Call

Service Function of L1 v/s L2:-

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Helpdesk v/s Service Desk:-

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What is Service Desk ?

A "Service Desk" is a centralized point where users (such as employees or customers) can get help with their technical problems, service requests, or any IT-related issue. It is part of IT support, which is also a major component of the ITIL (Information Technology Infrastructure Library) framework.

Example:-If you are working for a company and your laptop is not booting, you will call the service desk or raise a ticket. They will troubleshoot your problem or send it to the appropriate technical team.

                          You can also think of it as an upgraded version of a help desk — with more automation, tracking, and focus on service improvement.

User

 │

 ▼

[Service Request / Incident Raised]

 │

 ▼

[Ticket Logging in Tool (e.g., Laptop not booting)]

 │

 ▼

[Categorization]

 │

 ├──► [L1 Support Team - Basic Troubleshooting]

 │         │

 │         ├──► Issue Resolved? ──► YES ─► Close Ticket

 │         │                          ▲

 │         └──── NO ─────────────┐    │

 ▼                              ▼    │

[L2 Support Team - Technical Expert] │

 │                                   │

 ├──► Issue Resolved? ──► YES ───────┘

 │

 └──── NO ─► Escalate to L3 (Developers / Vendors)

                          │

                          └──► Issue Fixed ─► Close Ticket