{"id":5712,"date":"2022-09-20T00:00:00","date_gmt":"2022-09-19T22:00:00","guid":{"rendered":"https:\/\/www.freelancermap.com\/blog\/what-does-help-desk-support-do\/"},"modified":"2023-08-14T13:48:02","modified_gmt":"2023-08-14T11:48:02","slug":"what-does-help-desk-support-do","status":"publish","type":"post","link":"https:\/\/www.freelancermap.com\/blog\/what-does-help-desk-support-do\/","title":{"rendered":"What does helpdesk support do?"},"content":{"rendered":"\n

Help desk or first level support is the department in a company responsible for providing help and advice on topics relating to the company\u2019s products and services. They are most often found in IT and computer science related industries. They provide support by phone, e-mail or via an internal ticket system. Learn more about the role, tasks and how to become a help desk technician!<\/strong><\/p>\n\n\n\n\n\n\n

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Role overview<\/div>
Responsibilities<\/a><\/span>
Skills<\/a><\/span>
Background<\/a><\/span>
Salary<\/a><\/span><\/div><\/div><\/div>\n<\/div>\n\n\n\n

What is help desk or first level support?<\/strong><\/h2>\n\n\n\n
\"Help<\/figure>\n\n\n\n

Picture this: Your brand new laptop starts acting up. What do you do? Our first instinct is to immediately call up the laptop manufacturing company to find out what the issue is what can be done to resolve it.<\/p>\n\n\n\n

You find the support number and hit dial. This is the basic help desk support. Help desk support<\/strong> refers to the process of providing information and support relating to company information<\/strong> as well as information regarding the products and services of the organization to the end-users\/customers. It\u2019s also frequent to find internal help desk support to answer technical questions within the company.<\/p>\n\n\n\n

Help desk support<\/strong> is therefore also known as level 1 support, 1st level support or first level support<\/strong>.<\/p>\n\n\n\n

It is provided by any organization to external clients and may be maintained by the organization itself or may even be outsourced to external service providers.<\/p>\n\n\n\n

What are the responsibilities of a first level support specialist? <\/strong><\/h2>\n\n\n\n
\"Help<\/figure>\n\n\n\n

When a first-level supporter is contacted, they first collect customer data such as name and contact. <\/strong>They also collect information <\/strong>regarding the customer query or concern <\/strong>and create a ticket\/support entry. <\/strong><\/p>\n\n\n\n

This documentation should be as detailed as possible in order to ensure the best possible service to the customer and a smooth transfer of the inquiry to the next support level if needed<\/p>\n\n\n\n

First level support<\/strong> may be able to resolve a customer concern or issue on their own. This can be done either through their own knowledge or by consulting external databases<\/strong>. Often the answers are gathered in a FAQ manual.<\/p>\n\n\n\n

Larger help desks<\/strong> will have further levels of support to manage more complex questions. As soon as a customer inquiry exceeds the level of knowledge or the technical scope of the current level support, the concern is forwarded to the next level. This means that if the first level support technician<\/strong> is unable to resolve the issue and require more support, they can seek further advice in the second level support<\/strong>.<\/p>\n\n\n\n

Furthermore, first-level support is responsible for providing accurate and up to date information <\/strong>regarding company products and services. They also record events and problems and their resolution in logs<\/strong>.<\/p>\n\n\n\n

In the case of extended queries, they also follow-up and update customer status and information<\/strong>, and pass on any feedback or suggestions by customers to the appropriate internal team. <\/strong><\/p>\n\n\n\n

What are the daily tasks and responsibilities of help desk support?<\/strong><\/p>\n\n\n\n