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A help desk reduces downtime for IT services and functions to make systems available for maximum time. It is specially focused on end-user functionality, and, thus, is responsible for quick resolution of immediate needs, incidents and technical issues of end-users. An efficient help desk is an indispensable part of any IT organization and primarily aims to provide first contact resolution as swiftly and efficiently as possible. The benefits of an optimized help desk are; customer satisfaction, improvement of product quality, improvement of productivity, cost savings.
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What to Consider
Help desks can be implemented with a simple group email supported by a gmail or other free account and help desks can be implemented with elaborate software solutions. Here are some key questions to think about when getting started:
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