the complexity and the cost of supporting today's enterprise IT
environments increase, large organizations have increasingly been
seeking assistance with the provision of IT help desk services.
help desk services are a set of activities which seek to support
IT infrastructures and use a single point of contact to interface
with those who require support.
help desk services include the planning and design of help desks,
help desk implementation and integration, the support of help
desk software and hardware, and the operation of help desk infrastructures.
desk operational activities include the provision of first, second
and third line support, additional capacity at times of high usage,
product specific support, platform specific support, and the provision
of all helpdesk operations by an external vendor.
First, second and third line help desk support can be described
line support relates to the first contact with a helpdesk. Most
problems are resolved at this point and the support analyst
can typically resolve it without additional support
a problem cannot be resolved at the first line, it is escalated
to the second line. Second line support usually involves specialist
a problem cannot be resolved at the second line, it is escalated
to the third line. At this level support normally involves changing
code within a software program or reconfiguring hardware.