The purpose of cloudHelpDesk is to troubleshoot problems or provide guidance with respect to our services. Help desk support can be provided to customers through various channels such as toll-free numbers, web portal, instant messaging, or email.
Our help desk typically performs several functions thus providing a single point of contact for end-users to receive troubleshooting assistance, get answers to questions, or solve known problems. The help desk generally manages its requests through the use of issue tracking system software which allows the help desk to track and sort user requests with the help of a unique number, and can frequently classify problems by user, computer program, or similar categories.
Based on studies regarding help desks value was derived not only from a reactive response to user issues, but also from the help desk’s unique position of communicating daily with numerous customers or employees. Information gained with respect to such areas as technical problems, user preferences, and satisfaction proved valuable in the planning and development work of other information technology units.
Remote access allows technicians to solve many help desk issues from another work location. Even though there may still be a need for on-site support to effectively collaborate on some issues, remote support provides greater flexibility.
The help desk is structured into different levels to handle different types of questions. For example, a first-level or Tier 1 help desk may be prepared to answer the questions or provide the information commonly found in a FAQ or knowledge base. If the issue cannot be resolved at the first level, it can be forwarded to a second level or Tier 2 with resources to handle more complex issues. A third line or Tier 3 level of support is utilized to deal with software-specific needs, such as updates and bug fixes that directly affect a specific client.
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