The first meaning of the term table that mentions 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 reunited for a certain purpose.
Help On the other hand, it is a collaboration or assistance. It is an aid that is provided so that someone can solve a problem or meet an objective.
The idea of help desk mentions the service that, appealing to human and technological resources, allows solve problems and incidents and perform different procedures and procedures . This benefit is provided by numerous state agencies, organizations and Business .
Also called service table , customer care Center , User Support Center or in English, help desk , the help desk aims to provide answers to requests or queries related to its scope of action. The care can be provided in person in an office or through Internet or the telephony
In the field of computing and the technology , the help desk provides technical support . The user, when encountering a difficulty to use a system or product, can contact the help desk for a specialist to provide cooperation.
It is usual for the help desk, once the requirement has been processed, to provide a number so that the user can keep track of the operation What did he do? Thus, if you communicate again on the same subject, you have to mention the number in question.
This number is usually called issue number , and it is very useful to dispense with the whole problem every time the user communicates with the help desk. In the best case, the first person attending 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, many times we are forced to repeat history several times until they take us seriously.
The help desk should be a service so that the user can find solutions to those problems that require a level of knowledge superior to his or tools that he does not have. Unfortunately, it is not uncommon for a query to arise absurd and useless responses, which treat the user as an irresponsible person or without any technical preparation, causing him 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 they 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 updated the operating system?", you will 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 objective of reducing the salary budget. In many cases, finding a trained employee to receive a satisfactory answer can take several phone calls or contacts over the Internet, as appropriate. Apparently, the reasoning made by many companies is based on the idea that most customers have no technical knowledge or that their problems They are generally basic, and that's why a generic answer is enough.