Levels in the first level Help Desk Support

• A first level made up of qualified personnel, with certified technicians in different ICT technological specialties. Which are prepared to answer and solve the most frequently asked questions, that is, those that belong to the FAQs (frequently asked questions) included in our knowledge base.
• And a second level and higher Help-Desk levels, made up of qualified engineers  who handle the most difficult calls and which could not be resolved by the first level. This function can be carried out even in person at the client's place if necessary.

What is the Help Desk? Operation of the first level Support:

The process or operation of the first level support service - Help Desk would be as follows:

• The user reports his problem through one of the access channels such as telephone number, website, portal, email service or online chat.
• Our first-level support issues a ticket that contains the details of the problem.
• The first level analyzes the problem and tries to solve it. If so, the ticket is closed and updated with the documentation for the solution. This allows other service technicians to have a reference.
• If the problem needs to be escalated, it will be referred to the second level.
• Finally, the second level will analyze and solve the problem by closing the corresponding ticket and updating it with the solution documentation to allow other service technicians to have a reference.

More info:  help desk job description

HOW CHATBOTS RESOLVE YOUR EMPLOYEE’S IT SELF SERVICE NEEDS?

The IT Helpdesk bot is equipped to handle real time signals and manage incidents, protection and outage. Chatbots lessen price ticket prices and boom the productivity of IT helpdesk workforce by arranging tickets primarily based on priority.

IT Helpdesk bot’s capabilities encompass high-velocity response, 24×7 availability, elimination of calls, real time signals, seamless integration into current self service systems and agency level protection. This can unfastened up the time of IT employees by way of accomplishing easy responsibilities like resetting passwords, troubleshooting and more. The conversational interface of chatbots permit customers to get answers by means of asking one query at a time.

If the user is unable to locate solution for his query, the bot automatically initiates the price ticket issuance process.

The scope of work may be similarly programmed to fulfill the service requests inside your organization. In the approaching years, the adoption price of chatbots is most effective going to develop and businesses will rework into tech-enabled conversational gadgets in preference to silo systems depending on redundant human resources.

If you’re thinking about to deploy chatbots for IT helpdesk, do check out our IT helpdesk bot which is currently used in several Fortune companies. If you want more information, test out our current eBook on choosing the first-rate bot-builder platfrom.

Find the latest help desk positions near you. New help desk position are posted every day. Find out what best fits your career Path  

The benefits of help desk ticket management software and services

When a commercial enterprise is small, technical assist for the whole operation can be provided by a single character operating in an workplace down the hall. However, as a business grows, facts generation grows with it, and the management of those services turns into dispersed throughout many individuals, departments, and in all likelihood locations. Getting appropriate and beneficial technical assist with any performance requires a more sophisticated system.

Help table price tag control software program and services provide several advantages to businesses trying to preserve a effective paintings environment, including:

Automation. This helps you to stabilize a systematic system to address ticket flow, prioritization, employees assignment, and alerts.
Centralization. All help price ticket records is housed in a unmarried area where it could be conveniently accessed.
Customer experience. Depending on the system, a business can be able to set up FAQs, understanding bases, and other self-service facts.
Prioritization. By well categorizing problems, corporations can pick to restoration them with the most effect on productiveness first.
Accountability. IT employees and assist desk employees have a clear knowledge of their assignments and their responsibilities.
Reporting. Analysis of help table tickets may reveal styles of behavior, wishes for unique utility training, and capability protection vulnerabilities.


More Information about Help Desk Position