The first meaning of the term table mentioned in the dictionary of the Royal Spanish Academy ( RAE ) refers to a piece of furniture composed of a horizontal table and legs that support it. The concept, however, can also be used to refer to a group of individuals brought together for a certain purpose.
Help , on the other hand, is collaboration or assistance. It is an aid that is provided so that someone can solve a problem or achieve an objective.
The idea of a help desk refers to the service that, appealing to human and technological resources, allows us to solve problems and incidents and carry out different procedures and procedures . This benefit is provided by numerous state agencies, organizations and companies .
Also called a service desk , customer service center , user service center or, in English, help desk , the help desk aims to provide answers to requests or queries linked to its scope of action. Care can be provided in person in an office or through the Internet or telephone.
In the field of computing and technology , the help desk provides technical support . The user, upon encountering difficulty in using a system or product, can contact the help desk so that a specialist can provide cooperation.
It is common for the help desk, once the request has been processed, to provide a number so that the user can track the operation they performed. Thus, if you contact us again for the same topic, you have to mention the number in question.
This number is usually called the incident number , and is very useful to avoid detailing the entire problem every time the user contacts the help desk. In the best of cases, the first person who assists you will record the case in the database and between that moment and the next communication the team of technicians will have tried to provide a solution. In practice, we are often forced to repeat the story several times until we are taken seriously.
The help desk should be a service so that the user can find solutions to problems that require a level of knowledge higher than their own or tools that they do not have. Unfortunately, it is not uncommon for absurd and useless answers to arise from a query, treating the user as an irresponsible person or without any type of technical preparation, causing deep indignation and generating a waste of time and energy.
For example: if a user communicates through a specialized forum with the developers of a computer to indicate that he cannot use an external monitor with the resolution that the company promises despite having followed all the instructions properly, and receives in response Questions like "should you buy the right cable" or "have you made sure you've updated your operating system?", you'll probably get frustrated and turn to the community .
One of the great evils of the help desk is the hiring of people with an insufficient degree of preparation , with the aim of reducing the salary budget. In many cases, finding an employee trained to receive a satisfactory response may take several phone calls or contacts through the Internet, depending on the case. It appears that many companies' reasoning is based on the idea that most customers are non-technical or that their problems are generally basic, and that a generic response is sufficient.