Helpdesk

What is a helpdesk?

A helpdesk is an IT service that offers users support with technical problems and queries. It serves as a central point of contact for employees or customers who encounter difficulties with hardware, software or IT systems. Helpdesks are often divided into several levels of support, such as first level support for simple queries and second level support for more complex problems.

Advantages and functions

Helpdesks improve user productivity and satisfaction by providing quick solutions to technical problems. They track and prioritize requests using ticket systems and document solutions for future reference. Modern helpdesk systems offer remote access options, chat functions and automated problem solving, which further increases efficiency.