The help desk is the job of providing Technical support mainly for systems such as personal computers .
Depending on who they support, they are categorized into two types: internal help desks and external help desks .
The business content of the internal help desk is to respond to inquiries from internal employees regarding internal systems.
If there are inquiries about the initial settings and basic operations of the computer such as not being able to send and receive e-mail, not knowing the printer connection method and detailed paper settings, not being able to connect to Wi-Fi, software cannot be installed, a system error will be displayed, etc. , Requests vary.
To respond to inquiries, you need all the knowledge about the internal IT system.
There is an internal SE that is responsible for the same job content as the internal help desk, but there is no strict distinction between the two, and there are many areas where business areas overlap .
However, in-house SEs are not only responsible for such troubleshooting work,
- Construction of internal systems and infrastructure
- Introduction of business system such as operation maintenance and management
- System operation
The difference is that there are many cases that include
On the other hand, an external help desk supports business partners and general customers , such as companies that wholesale their systems and equipment, and users of IT services that they provide .
Some respond by email or phone, while others have on-site help desks that go to the delivery location to troubleshoot.
As the point of contact for user inquiries, it also acts as a pipe to the corresponding department in the case of solving a problem or a large problem that can not be solved.
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