Helpdesk ICT Support

As per exercise what do you think makes for good support at a helpdesk? For example you are calling tech support of your internet service provider.

ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.

ICT help desk agents these days can also be qualified to help for networking related issues.

While every help desk is different, most fall into one of the following four categories:

  • Web or cloud help desks operate entirely online. This enables organizations to distribute their staff and computing resources and still be able to respond to customer requests, no matter where they are.
  • On-premises help desks operate in a physical location.
  • Enterprise help desks operate in enterprises and other large organizations.
  • Open source help desks are ones that either use open source software or are designed to be open and accessible to anyone, as opposed to help desks with paywalls or other limitations on who can access them.

Most people starting their job carreer in IT start at a helpdesk and work their way up.