Help Desk is a very general name of a whole crowd of staff who provide your customers with a remote assistance or just help them to overcome different issues. Surely one person could not be able to perform all operations. There should be several jobs and service staff with strict and direct responsibilities.

This help desk service can be provided to the users through a toll-free phone numbers, website forms and email. Very often a remote support software is used to eliminate common users' issues. If a help desk is provided within an organization it is called in-house help desk.

When user contacts help desk department the ticket is issued where the problem in details is described. Those tickets are managed by queue manager, who sorts them by the level of issue difficultness. Furthermore, when the first level issue could not be troubleshoot queue manager passes it to the second level support, where specialized team will sort out a particular issue.

The analysts works with income calls to help desk department and following up with the issue either calls customer back or reply through e-mail. The Automatic call distributor (ACD) helps the analysts to cope with calls.

The help desk team assignees are responsible for troubleshooting of computer related problems like desk tops, laptops, etc. This desk side team is to sort out the second level issues when they are not possible to be solved by the first level.
A telecom team will configure and move customers phone numbers from voicemails. The team is assigned to work with VOIP, voicemails, fax machines and other applications.

Due to the great variety of remote assistance software there is no longer need for help desk to stay in the same place, as it can work from different places or operators can work even from their home. A help desk seemed to be a real first aid to computer illiterate or baffled users.

Though a help desk team is a troubleshooting paragon for most of users, the team should learn new technologies and support old ones. Help desk staff should be experienced in computer field and problems troubleshooting. Combining those experience and knowledge help desk workers will bring a nice income to your company.