The Help Desk is the
traditional structure for technical support
and software assistance, typically provided
via telephone, email or the web. It exists
for one primary reason, to assist end-users
with technology issues. Help desk operations may
sometimes be supplemented by support
assistance from on-site technicians, who can
provide both technical support and
“break/fix” maintenance. Training and
education may also be provided as part of
end-user support programs, including
self-help systems that allow the end-users
to search online databases for help and
assistance.
At DTSI, we strive to
assure that all perspective users understand
the service commitments of the help desk,
and
develop a rapport and a sense of cooperation
between the help desk staff and the
users. A help desk staffed and
managed by DTSI will insure calls are
answered promptly by a friendly well trained
staff that will record all required
information to assure the user's technical
issues are resolved.
