helpdesk (in the modern sense) is an information and assistance resource that helps is there to help solve problems within the computer and IT related industry. These helpdesks can be of two distinct types that are listed below:
Internal facing IT helpdesks
Internal facing IT helpdesks are very often found "in-house" at a company and are geared toward providing IT and IT service support for employees of that company only.
External facing IT helpdesks
External facing IT helpdesks are often set up by business corporations such as Microsoft and Apple to offer helpdesk IT support to their customers via a toll-free number, website and/or e-mail.
The functions of an IT Helpdesk
A modern IT helpdesk has many functions no matter if it is internally (Employee) or externally (Customer) focused. Both provide users with a single point of contact that will help with various computer and IT issues.
Both helpdesk types normally manage IT help requests through very specific helpdesk software that allows the helpdesk to track all IT job requests from start (when the IT helpdesk request is raised) to finish (when the IT problem is fixed). Each IT helpdesk request is issued a "criticality and response level" grading as it enters the job tracking system. These IT Support grading levels are:
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