The providers of helpdesk services typically set up their service on one of two proposition bases:
• A passive call recording and communication coordination service;
• An active center of diagnostic /remedial excellence.
Generally, when you call the help desk, you can do so for a number of reasons. Some organizations set up a help desk to record your calls, track them to ensure they are not missed, refer the problem to the appropriate technical diagnostician, and then coordinate the process until it is resolved.
This may include escalation to senior management at their company if there is a delay in answering your calls. There are many companies that can provide the IT outsourcing services in Singapore.
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They also consider things like adjustment time and use that as a basis for monitoring their performance against existing service level agreements.
Typically, this type of help desk is run by administrators rather than technically qualified staff. The process here often runs from the help desk through diagnostics to technicians.
Help desk active
This type of help desk can be very beneficial to customers as it can usually result in faster access to someone who basically knows what they are talking about than someone who has a useful but mostly administrative role.
The term online help desk support is often misused. Obviously, in its simplest form, this could mean that instead of calling the help desk with your problem, you can send an email or maybe use something like Skype to connect to the network.