it helpdisk

 Surely you are wondering now what are those differences that distinguish one from the other? Is it important for my business that I know these dissimilarities? Which one could work best for my company? If you want to have some idea of ​​what the answers to these questions are; We recommend that you continue reading this interesting article that we have prepared for you today.

From the Help Desk to the Service Desk

The introduction of PCs in the 1980s was the phenomenon that gave rise to what would later become the IT support market. It is precisely at this time that the first Help Desk or Help Desks in Spanish were born; which were far from having the characteristics and efficiency of the current Help Desks.

 

It is not until the end of the 1980s when the ITIL framework comes to the rescue to propose a better way to manage Information Technology. This set of best practices introduced the concept of an integrated Service Desk as a single point of contact for all IT-related customer requests.

 

The role of a technical support operator is primarily to provide first-level support for internal and remote personnel. Various aspects of a technical support operator's role include answering and answering technical queries, proactively providing personalized service to customers, providing recommendations on company application purchases, assisting with the installation and configuration of computer systems, upgrade and replace network hardware and troubleshoot computer problems. Other responsibilities may include support for patched workstation software, Internet connectivity, business applications, and operating systems it helpdisk.

The primary responsibility of a technical support operator is to provide first-line support to end users facing software and hardware problems. The operator is the first point of contact for all IT and communication issues within an organization or between an organization and its customers. The operator determines the source of the problem, solves it and offers suitable solutions to the problems. The role requires the person to serve as the liaison between clients and the technical department.