Difference between revisions of "Help Desk"
From Danton's Real Life Userguide
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The Help Desk is a staffed resource, generally a telephone service, that answers customers' questions about the use of a product or service. | The Help Desk is a staffed resource, generally a telephone service, that answers customers' questions about the use of a product or service. | ||
| − | We will use the term "Help Desk" to refer to telephone services, as opposed to | + | We will use the term "Help Desk" to refer to telephone services, as opposed to Web Help which is help provided by a website. |
==Help Desk Definition== | ==Help Desk Definition== | ||
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:Help desk is a broadly applied term referring to a staffed resource - often, an actual desk, or a telephone service - that can help persons answer questions or to use resources such as audio-visual or computer resources. | :Help desk is a broadly applied term referring to a staffed resource - often, an actual desk, or a telephone service - that can help persons answer questions or to use resources such as audio-visual or computer resources. | ||
| − | According to the above definitions, a Help Desk may be either a telephone service or a website. However, one might reserve the term Help Desk to refer to technical assistance provided by telephone, and use the term | + | According to the above definitions, a Help Desk may be either a telephone service or a website. However, one might reserve the term Help Desk to refer to technical assistance provided by telephone, and use the term Web Help for technical assistance provided via a website. |
The telephone Help Desk is closely related to other telephone service centres, such as the Call Centre and the Helpline. A Service Desk differs from both the help desk and the call centre in that it combines digital communications with telephone communications, and may offer its service to a wide range of "users" including at the same time both in-house employees and out-of-house customers. | The telephone Help Desk is closely related to other telephone service centres, such as the Call Centre and the Helpline. A Service Desk differs from both the help desk and the call centre in that it combines digital communications with telephone communications, and may offer its service to a wide range of "users" including at the same time both in-house employees and out-of-house customers. | ||
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==The Wikipedia Help Desk== | ==The Wikipedia Help Desk== | ||
| − | Wikipedia has its own help desk: [http://en.wikipedia.org/wiki/Wikipedia:Help_desk Wikipedia:Help desk]. However, according to the way the terms are used on this site, the above Wikipedia information page would be a form of | + | Wikipedia has its own help desk: [http://en.wikipedia.org/wiki/Wikipedia:Help_desk Wikipedia:Help desk]. However, according to the way the terms are used on this site, the above Wikipedia information page would be a form of Web Help rather than a telephone-based Help Desk. |
==Links== | ==Links== | ||
