Help desk roles and responsibilities

Help desk roles and responsibilities

by Bosenyo April 21, 2010

Any organization that needs to understand their technical support requirements will start with implementing a help desk. It will help them to put all technical requirements through a single point of contact to understand what their needs are and how they are currently addressing them.

Most organizations provide help desks for IT support, financial support, HR support – in fact anywhere that staff need lots of interaction with a department. While case studies can be helpful, knowing your own requirements completely will be fundamental in setting up the technical support required in your organization.

Identify who will serve the help desk

Help desk roles and responsibilities

  • The person who serves the help desk needs good interpersonal skills.
  • Should not be the person providing technical support (because they will be somewhere providing technical support!)
  • Does not need to be technical, but does need to be organized.
  • The help desk person could be part of another role performed by an existing member of staff.
  • Remember that the help desk will enable the person providing technical support to concentrate on that work and not the details of how to log a support ticket.


Single point of contact

web help deskWhere organizations do not provide a single point of contact, this can create problems when teaching staff and agents need to discuss an incident or request. Organization staff reporting an incident may not always be available when the agents arrives to fix it, which can create delays.

Therefore, organizations should provide a single point of contact who is familiar with the details of an incident when registering a support ticket with a agent or third-party support provider. This is most important where technical support is external to organization (for instance, provided by third party support company).

Scopedesk provides a special reporting capabilities for single point of contacts. It also allows to one or more persons to independently manage different ticket queues, and to monitor the different user groups.

How to provide a single point of contact

1. Agree how calls will be recorded.
2. Decide how much extra work is involved in recording details of incidents and requests and creating support tickets.
3. Decide which role in organization provides access for staff and those providing technical support and can accommodate the additional work of maintaining the call log.
4. Ensure that the technical support providers and organization staff know who is the single point of contact.

Who will be the single point of contact?

it people
The role of single point of contact could be an additional function to the following staff, but this is best left to organization to decide.

  • Organization administration staff
  • ICT co-coordinator
  • Network manager
  • Other nominated staff
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