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A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from ...
Technical support, also known as tech support, is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. [1] Traditionally done on the phone, technical support can now be conducted online or through chat. At present, most large and mid-size companies have ...
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives. User refers to the actual user of the service ...
Help desk and incident reporting auditing is an examination of the controls within the help desk operations. The audit process collects and evaluates evidence of an organization's help desk and incident reporting practices, and operations. The audit ensures that all problems reported by users have been adequately documented and that controls ...
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1] Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management , and the two terms are sometimes used ...
Responsibility assignment matrix. In business and project management, a responsibility assignment matrix [1] ( RAM ), also known as RACI matrix [2] ( / ˈreɪsi /) or linear responsibility chart [3] ( LRC ), is a model that describes the participation by various roles in completing tasks or deliverables [4] for a project or business process.
Remote support. In information technology (IT), remote support tools are IT tools and software that enable an IT technician or a support representative to connect to a remote computer from their consoles via the Internet and work directly on the remote system. Although its main focus is the access to computers located anywhere in the world, the ...
IT assistant. An Information Technology Assistant (commonly abbreviated to IT Assistant) is a person who works as an assistant in the IT business . Because the term "Information Technology" is commonly abbreviated "IT", job seekers recruiters often use the abbreviated version of the title.