it help zone

using e-mail, telephone, website, or online chat. Additionally, there are internal help desks aimed at offering the same form of help, bu

A standard help desk offers a single point of contact for users to get assistance. Normally, the help desks handle requests by using help desk software, or issue tracking system, which enables the help desk operators to keep track of the user requests using a unique identifier, easily find solutions to common queries, prioritize cases, and so on.

Larger help desks make use of different levels to manage different kinds of questions. The first-level is usually set up for answering probably the most common questions, or for offering answers that typically belong in a knowledgebase or FAQ. If the help desk technicians cannot solve the issue at the first level, the issue is then transferred to the second level, which will usually have better trained staff who are able to handle more complex queries. Organizations may also use a third higher level, a group that usually handles software-specific requirements, for example, bug fixes and updates that have a direct impact on larger clients. t only for the employees within the organization.