A source of technical support for hardware or software. Help desks are staffed by people that can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities.
Located on the main page module menu, this is a link to the Escendency online ticketing system (located at http://helpdesk.escendency.com) where users can log technical or general questions to Escendency Support.
The SPOC for customers placing a service request for technical support and may result in dispatch to FTS or a Third-Party Vendor
A person or group in a company that has as its main task to solve problems of PC users. They have a HOT Line that gets all the questions.