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Glossary

List of Call Centre Terminologies

What is Internal Help Desk?

An Internal Help Desk, commonly known as an IT Help Desk or Service Desk, functions as a centralized support system within an organization, dedicated to assisting and resolving technical issues for internal employees or users. The primary objective of an Internal Help Desk is to uphold the smooth and efficient operation of the organization's information technology (IT) infrastructure and systems.

Among the notable features and roles of an Internal Help Desk are:

Technical Support: Internal Help Desks provide technical assistance to employees grappling with issues related to hardware, software, applications, networks, and other IT-related challenges. This support spans a broad spectrum, from troubleshooting common software glitches to addressing hardware malfunctions.

Issue Resolution: The Help Desk assumes responsibility for resolving problems raised by internal users. This involves offering step-by-step guidance, remotely accessing users' systems for troubleshooting, or escalating issues to higher-level IT support if necessary.

Request Management: In addition to problem resolution, the Internal Help Desk manages service requests. Employees can reach out to the Help Desk to request access to specific systems, software installations, account setups, or other IT-related services.

Communication Hub: The Help Desk acts as a central point of communication between IT teams and internal users. It ensures effective dissemination of information regarding system updates, outages, or changes in IT policies to all employees.

Documentation: Help Desk staff maintains documentation on common issues and solutions, creating a knowledge base. This resource proves valuable for both support staff and end-users, facilitating quicker issue resolution and empowering users to troubleshoot basic problems independently.

User Training: Internal Help Desks often deliver basic training to employees on the usage of specific software applications and IT tools. This proactive approach minimizes user-related issues and enhances overall IT literacy within the organization.

Ticketing System: Help Desks typically utilize a ticketing system to log, track, and prioritize user issues systematically and promptly. This system ensures that each problem or request is addressed with efficiency.

An effective Internal Help Desk significantly contributes to heightened productivity within an organization by minimizing downtime resulting from technical issues. It plays a pivotal role in supporting employees, encouraging the efficient use of IT resources, and maintaining a stable and secure IT environment.


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