What is the IT helpdesk?

The IT help desk is a help center, the aim of which is to help users solve the problems they face. Most of the time, it is accessible by phone, e-mail or via the company's website. With a quick and efficient response, it is possible to reduce the waiting times that generally occur when employees are busy or when services are not available. There are three levels of intervention.

 The different levels of intervention

The IT helpdesk must offer 3 intervention levels to be able to respond to all requests for assistance. First, the user is in contact with a technician who will record the request, assign it a reference and try to find a solution using an evolving knowledge base. If the problem is too complex, it redirects the call to a specialized technician who will carry out a precise diagnosis and find the appropriate response.

The intervention can be carried out remotely if the expert has access to the platform and if the equipment is configured for this type of operation. If the problem cannot be resolved remotely, the technician works on site or on the equipment to restore it to working order.

If no solution has been found, then you should contact a specialist. It can be an employee of the company or an external service provider, such as a software publisher. Thanks to technological prowess, very good software is available on the market to manage and improve IT helpdesk services .

FieldEngineer the development of innovative solutions

To meet the demand of our customers for IT help desk , we have developed a powerful software, FieldEngineer – Service Desk, which allows many improvements, both for users and for support teams. Thus, the former will benefit from a faster response and regular information on the progress of the intervention. The latter will benefit from a clearer vision, thanks to a process of centralization of requests.

A diagnostic assistance service is also included and makes the link with fleet management, while automatically creating a knowledge base which saves appreciable time when looking for solutions. You can adjust the software settings according to the evolution of your activity. For the management of an IT helpdesk service , it is a powerful and flexible tool.