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A help desk is a source of technical support for hardware, software, or services either within an organization or outsourced to a thrid party. Help desks are staffed by people that can either solve the problem directly or escalate the problem to someone else. Help desk software provides the means to log trouble tickets and track them until they are resolved. It also provides the management information regarding support activities.
More sophisticated Help Desk systems offer a layer of automated support for reporting known outages or answering the the most frequently asked questions. Additionally, they may come with an online component that can be accessed via the web. These features can optimize response efficiency and save money in the long run on staffing costs.
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