The Role of Helpdesk in the Digital Era and Its Workflow
Have you ever come across a Helpdesk on a digital platform? Usually, it’s located in a corner of the page with possibly small text but is relatively easy to find. Although many of us may have seen it, we might not always give it enough attention.
The Helpdesk also plays a crucial role in enabling companies to gather feedback from their users. However, many users may not fully understand the benefits of this essential feature. This article will introduce you to Helpdesk and some of its important functions.
Wooten (2001) explains that a Helpdesk is a formal part of an organization that serves users of the company’s products, services, and technology, and serves as the primary place to report issues and systematically manage them. The presence of a Help Desk is crucial for identifying company problems and supporting optimization. The Helpdesk, whether in the form of a team or an individual, responds to user inquiries about the company’s services, including technical issues. The Helpdesk’s presence is also very helpful to users who encounter difficulties.
Details of Helpdesk Tasks
The Helpdesk’s task is to address user issues through the digital services provided by the company. The Helpdesk exclusively operates in the digital world, covering websites, startups, and applications.
Unlike Customer Service (CS), which often requires users to come in person and have face-to-face communication, the Helpdesk offers several different methods for users. These include complaints through email, call centers, and even some social media accounts related to the company. Offering various options allows users to choose the method that best suits their preferences.
Typically, large companies have two types of Helpdesks to support their operations: external and internal Helpdesks. The external Helpdesk team is responsible for serving users outside the company, as previously explained. In contrast, the internal Helpdesk focuses on handling issues that employees and stakeholders may encounter when using digital-based services.
Helpdesk Systems Based on Complexity Levels
As a result, companies usually divide the Helpdesk system based on complexity levels. These divisions are as follows:
1. Front End (Users)
The front end is responsible for addressing issues related to the products or services used by customers. This involves providing guidance on product use and any necessary repairs. Customers can contact the company through various channels, including phones, websites, emails, and various other channels accessible to customers for submitting their complaints.
2. Help Desk
The Help Desk is the first level responsible for responding to complaints and processing customer tickets. At this stage, efforts are made to resolve the issues customers are facing. At the very least, customers are expected to receive solutions to their problems. If issues cannot be resolved at this stage, they are escalated to the next level, the back end.
3. Back End (Specialists)
The final stage is the back end, involving a team with specialized expertise capable of addressing customer issues according to their areas of specialization. In some cases, issue resolution may even involve direct visits to customer locations to address their problems.
Read also: What is IT Help Desk and How Does It Work?
Workflow of the Helpdesk
The Helpdesk team has a significant responsibility in handling technical issues raised by customers and providing effective solutions. To achieve this, Helpdesk team members need to document, report, and resolve each customer issue according to established procedures. The workflow of the Helpdesk team involves several critical stages, including:
1. Helpdesk Receives Customer Complaints
The workflow of the Helpdesk team begins when a problem is reported by users or when problem tickets are received from them. This occurs when users encounter issues, either within a system or program, and they provide their complaints through the Helpdesk. The Helpdesk team responds to these complaints to address the problems faced by users.
2. Junior Helpdesk Team Response
The complaints received are handled by the Junior Helpdesk team, which is part of the team with knowledge in problem-solving, particularly for basic and common issues frequently encountered by users.
3. Helpdesk Specialist Team Response
If the issues encountered by users are more complex and the Junior Helpdesk team cannot provide adequate answers, the problem tickets are escalated to the higher-level Helpdesk or Helpdesk Specialists (back-end). The Helpdesk Specialist team possesses deeper knowledge of complex systems and access and can handle issues that are often beyond the reach of lower-level teams.
Structure and Levels in the Helpdesk
The Helpdesk team comprises various levels, allowing them to address issues that may involve more complex aspects of the company’s digital services. The structure and levels in Helpdesk work are often referred to as “Helpdesk Levels,” which can be divided into Levels 1 through 3.
1. Level One
Level 1, or Level One, is the initial level in the Helpdesk team. Typically, at this level, Junior Helpdesk team members are responsible for handling common and basic issues. The issues they address typically revolve around the fundamental aspects of the services and systems used by users.
2. Level Two
If user issues cannot be resolved at Level 1, the problems are escalated to Level 2. This level has a broader scope of information than Level 1. The systems involved in these issues are often more complex than those handled at Level 1.
3. Level Three
Level 3 allows for direct meetings between the Helpdesk and customers. This can be an option if issues cannot be resolved through telephone or email communication. Level 3 involves the Helpdesk team with years of experience and in-depth knowledge of the company and its services. Direct meetings do not always have to be physical; customer service applications can be used to facilitate more open communication between customers and the Helpdesk.
That’s an explanation of the role of the Helpdesk in the digital era and how the Helpdesk provides benefits to companies. AdIns provides a Virtual IT Department service that makes it easier for your IT team to handle tasks, including IT Support, effective cybersecurity, and IT management with 24/7 online support through a private Helpdesk. Contact us via WhatsApp to learn more about our Virtual IT Department services.