Service desk software is as assistance or information resource program that helps troubleshoot computer problems. Large IT corporations often have web based software programs to support their customers through an email address, website, or toll free number.


In-house desks are created to provide help for employees inside the company.

Typical service desk software can provide several functions. It gives users a single contact point where they can ask questions and receive help on various computer problems. This software is usually used to manage a help desk. It tracks user requests with a unique number and sends it to the main desk for troubleshooting help. There are many software types that can be used to support help desks, some target company departmental needs while others are used on international markets.

Large help desk software has many different levels to handle a large variety of questions. The first level is made to answer common problems or access solutions found in the knowledge base or FAQ. An issue tracking system is implemented for a logging process to happen once the software has been accessed. If the first level does not resolve the problem, the problem is taken to the second level, which has better resources to handle the more complicated calls. Organizations may also have a third level that offer a direct line of support from a company employee.

Service software feeds information to a team or person responsible for managing problems. These individuals are called queue supervisors or queue managers and their job is to respond to problems and questions asked by company customers. Larger desks have a group of people for a troubleshooting team, while smaller companies may only have one or two individuals. Instead of using software, some desks may have a phone system so customers can directly call the service line for help.

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