What is a Help Desk ? – Types, Benefits, and Features

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what is help desk what is its purpose in business

Table of Content

  1. Meaning of Help Desk

  2. Types of Help Desks

  3. Features of Help Desk

  4. Benefits of Help Desk


In this fast-paced world, both employees and customers expect impeccable support experiences. So organizations, big or small, uphold an IT help desk that works as a single point of contact for the employees. These internal desks provide support and fix all hardware, software, and network-related issues in the organization.

Furthermore, Statistics say 60 percent of customers make a purchase decision on getting a quick resolution to an inquiry. So technology vendors provide help desk support to their customers. It works as a customer satisfaction measure. And most times, companies integrate customer support desks with CRM software.

What do you mean by a help desk?

The term helpdesk refers to a centralized support system in an organization. Its related terms are service desk, customer service center, IT service desk outsourcing, etc. These terms may differ on specific functioning, but the ultimate goal of each is to provide support to the employees and customers.

A help desk can have diverse scopes regarding size and functions. It may be a physical desk with a support person taking calls. On the other hand, many global helpdesk outsourcing companies take online support requests from across the globe.

Help desk outsourcing can benefit companies of all types and sizes, from multinational organizations to small businesses. The outsourcing company can support millions of other businesses on behalf of you or answer customer queries quickly.

The prime benefit of help desks is in reducing downtime in IT services. It especially focuses on user functionality and is liable for delays in solving any technical issues faced by end-users. So any basic functioning help desk must be able to provide technical support to help an end-user continue working.

A successful help desk service team needs the required tools and software. It will help them record, track and manage issues promptly. So before you decide on hiring a help desk support team, let’s go inside.

What are the different types of help desk?

Organizations customize the help desk functions as per the business requirement. However, in general, we can categorize them as below:

  1. Web or Cloud Help Desks

    It operates completely online, enabling organizations to respond to customer requests from anywhere, anytime, while the staffs work remotely.

  2. Physical Help Desks

    It operates in a physical location with a team taking calls from users and providing IT support.

  3. Enterprise Help Desks

    Large organizations hire both online and physical helpdesks, also known as enterprise helpdesks.

  4. Open Source Help Desks

    These are open-source software designed to be accessible to anyone who wants to raise an issue.

What are the features of help desk and support?

  • Tracking capacity for all incoming events
  • Working as a Single Point of Contact while providing IT support
  • Offering basic problem management like issue escalation methods
  • Having outside specialty staff for higher-degree issues
  • Focusing on incidents and issues of end-users
  • Cooperative and easy to use
  • Managing a database of all recorded incidents and measures taken
  • Capability to create monthly, half-yearly and annual reports on the number of issues, response time, and issue resolving time.
  • Integrating the parameters into a Service Level Agreement

What are the benefits of help desk?

There are endless benefits of hiring a help desk team, some are pointed out here:

  • Better customer satisfaction

    Happy customers who get prompt and easy solutions to their concerns are the most likely to be long-time customers. Reportedly, around half of the customers switch to a new brand after one incident of bad customer service experience. And 80 percent switches after the second incident. Moreover, 57 percent of customers believe customer service is a top feature that makes them feel faithful to a brand.

  • Improved Employee Satisfaction

    Focusing on customer satisfaction makes way to generating higher revenue. In the same way, providing a better support experience for your employees can be rewarded with improved productivity.

    It implies that a great employee experience can pave the way to a great customer experience. When employees have to run here and there for support, it wastes productive time. It causes a late response to the needs of their customers.

  • Improved Productivity

    Apart from registering complaints, the help desks also conduct tasks of complaint management and solution. By using techniques like complaint ticketing or tagging, they effectively control and explicit complaints to their selected solution centers.

    It provides transparency, deters disorder at the workplace, and also decreases the time needed for providing the solution. All these aspects improve functional time and efficiency and result in higher productivity.

  • Increased Cost Saving

    Any method or technique is worth enforcing only if it results in cost-saving for the business in the long term. Now affording a help desk needs human resources, software, and hardware causing added costs to the company.

    However, these explicit expenses are compensated by the higher return through improved productivity, enhanced product quality, better customer satisfaction, etc. Further, helping desks also provide real-time feedback on product or service issues and act as a general resolution center. It saves the cost of both conducting post-release product surveys and wastage of skilled resources on lower productivity tasks.


The significance of the help desk is enormous for your business. It not only resolves IT-related issues but also smoothens the whole business process. An IT help desk help save cost and time by enhancing both employee and customer satisfaction. So you can invest more time in productive work.

Frequently Asked Questions

How a help desk can help your business?

A help desk fixes IT-related issues for end-users. It offers support when an issue occurs in the organization or a customer reaches out to seek assistance.

Does the help desk provide customer service?

An internal help desk support team solves IT issues for employees in an organization. They provide support in installing updates or fixing software issues.
On the other hand, the external help desk team focuses on serving customers by providing them with IT-related support.

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