November 14, 2017

Client IT Support

Help Desk

A Help Desk provide the client or end user with information and support related to an institution’s products and services. The purpose of a help desk is to troubleshoot problems or provide guidance about products such as computers, electronic equipment, or software. A typical help desk can effectively perform several functions. It provides a single (or multiple) point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems. A help desk generally manages its requests through the use of software such as issue tracking systems. These systems often involve the use of a “local bug tracker”. This system allows the help desk to track and sort user requests with the help of a unique number, and can frequently classify problems by user, computer program, or similar categories.

End User IT Support

End user support provides the first line of help when clients encounter problems or defects with products and programs. They answer telephone inquiries, respond to emails and perform in-person support sessions. End user support specialists need a combination of technical and interpersonal attributes. Good judgement, clear communication skills and the ability to help others are integral qualities. End user support specialists diagnose computer hardware, network systems and computer software programs accurately and quickly. End user specialists use good judgment to determine if they can assist the client immediately or need to escalate the issue to an appropriate colleague. End user support specialists walk clients through problems, train them to install software packages and respond to questions about network systems. They also handle printing queries, hardware questions and report bugs users find in software programs.