Part 2: What is a Help Desk and why is it important to your company?

Having previously discussed what a Service Desk is, it is time to delve into the features of Help Desk. By the end of this page, you will have gained valuable knowledge and understanding about Help Desks, allowing you to improve the service quality of your business.

It is crucial that the IT functions of a company be available and operational for as long as possible. However, it is quite impossible to maintain a functional IT system without encountering any errors. How do companies handle the downtime as the IT functions fail? That is where the Help Desks come in.

What is a Help Desk?

A Help Desk was designed for the specific purpose of handling IT-related issues. When IT users encounter an error, Help Desks serve as the go-to troubleshooter that is composed of experts in the field of IT. Help Desks generally implement a multi-tiered approach in order to deal with the problem.

Multi-tiered Support System

The support system can vary greatly, depending on the specific IT infrastructure of the company. It may be composed of a single person with vast knowledge in the field, a group of people from outside the company who specializes in IT support, or a whole systematic process made up of groups of people within the company.

In order to keep the support system stable and viable, most companies form a contract with third-party businesses that specialize in the field or hire their personnel in order to serve as hosts with complete control over the system.

ITIL Practices

In order to maximize the potential of Help Desks, it would be recommended to take the best Information Technology Infrastructure Library (ITIL) practices, such as:

  1. Serving as the single point of contact (SPOC) for users, a Help Desk must be able to handle error reports regarding IT interruptions.
  2. Serving as the consultation system for users with inquiries regarding software and programs.
  3. Having the ability to track the potential repercussions of incoming error reports.
  4. Having the ability to control damages in order to prevent further escalations.
  5. Having the ability to provide multiple solutions to issued reports.

Functions of a Help Desk

Written in the third version of the ITIL, several specifications exist that serve as guidelines in order to have a functional and efficient Help Desk:

  1. Knowledge Management

It is mandatory for every Help Desk to have a set system that boosts the efficiency of operational functions. This is commonly done by identifying similar previously encountered problems and suggesting the solution that worked best before.

  1. Problem Management

Every report should be logged and saved into the company database. In doing so, it becomes easier to identify the most frequently encountered issues that resurface every now and then. This way, a Help Desk is able to narrow down the root cause of the issues and solve the problem for good.

  1. Access Management

It is also vital that a Help Desk is able to record and manage user accounts. This is mostly done in order to resolve user log-in issues quickly.

  1. Service Catalog

In order to make the process faster and easier for both parties, a Help Desk should have a service catalog that is available for public viewing, especially one with accurate descriptions.


A Help Desk that is used to its full potential will inevitably improve the IT troubleshooting system, allowing users to have quick and accurate responses to their error reports and inquiries. This way, operational errors can be quickly resolved, allowing the IT system to have a maximized functional uptime for as long as the Help Desk is implemented correctly.

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