HelpDesk Software: Definition and criteria of the help desk with iTop
The Helpdesk is the brand image of your IT department.
Also known as the service center, it is the main point of contact between the IT department and users. Different means of access are available, the phone via a call center, e-mail, internet or web portal.
The Helpdesk responds to requests from users. Depending on the difficulty level, technicians may provide an answer or forward the request to a specialist.
In addition to its vocation to solve problems, the Helpdesk must ensure that no request is lost or left unanswered.
Your challenges are to define the services you provide in terms of content and commitment, to industrialize their production and adopt a continuous improvement initiative over their quality.
Your Helpdek with iTop