Help Desk!
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What is a Help Desk? A term that generally refers to a call center set up to handle queries about product installation, usage or problems. The term is most often used in the context of computer software and hardware support centers.
It is also 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. There are firms that provide live operator help desks, web based help desk, helpdesk solutions, help desk training, and help desk software.
A help desk can also be a software application for tracking problems with hardware and software and their solutions, often serving "internal" customers.
Consider the following association for more information:
What is the ASP?
The Association of Support Professionals is an international
membership organization for customer support managers and professionals.
In addition to its annual "Ten Best Web Support" awards,
the ASP publishes research reports on a wide range of support
topics, including support compensation and fee-based support,
and provides its members with discounts and career development
services.
How many members do they have?
Currently, they have more than 1,100 individual members.
What is the membership profile?
The people who belong to the ASP are primarily managers, analysts,
and other professionals who run tech support organizations in
software and technology companies. They support products ranging
in price from a few dollars to several hundred thousand dollars,
and their support groups range in size from one or two individuals
to several thousand.
Find ASP at:
Inbound
Call Center
Inbound Call Centers. Please
check out the Inbound Telemarketing Directory for further information
about Inbound Call Centers firms that provide inbound service
for Consumer Affairs.
Technical support is the support offered by hardware and software manufacturers that you can access through a telephone call, email, or live online technical support staff. When consumers consider a purchase of hardware or software they want to know if there will be tech support offered and included in the price. Many manufacturers offer an initial free period and then charge for tech support services later and some offer free technical support for the life of the product. When you experience challenges or problems in installing, configuring or troubleshooting your hardware or software the tech support staff is there to help you walk through each step of the solution or advise you what your next step should be.
Dell Support
Dell customer support is offered through their website. They offer information on home and home office products, gaming, small, medium, and large business and government, education, and healthcare contract programs. Free Dell support for Dimension and Inspiron systems can be found on this website as well. There are also options to receive help on viruses and spyware.
Dell support offers the following three main help topics:
- Scan Your PC for Problems . This self-help tool enables you to maintain your computer to be secure, up-to-date, and at peak performance.
- Dell Online Discussions. You can visit one of the most active, best-supported, customer-to-customer discussion forums offered.
- Chat With Them- Dell Recommended. An easy and efficient way to contact a Dell representative for all your needs.
Such subjects as protecting your system from Windows Metafile Vulnerability and top technical solutions can be found in their news and alerts section. You register for your own personalized account, which will aid in tracking your Dell tech support issues.
Microsoft Support
Microsoft technical support can be found on their website. You can choose between self support, assisted support, or Microsoft services, which include support services, consulting services, and customer service.
Microsoft support is available for such products as:
- Internet Explorer 6.0
- Office 2003
- Windows 2000
- Windows XP and more.
Microsoft support services include many support options to help businesses, IT professionals, developers, and home users. You can get all the answers you are looking for in their latest support news section. This might include support for Xbox 360, service pack download for Microsoft Office 2003 and security support and help. You can also download Microsoft updates to keep your system up-to-date.
Gateway Support
Gateway technical support can be found on their website. You can search for technical support on their website by entering your product serial number for access to personalized support for your Gateway product. This saves time by accessing downloads, support documents and other features tailored to your product. You can also select your product model to locate support information about a specific computer model. Gateway tech support offers FAQ's, installation instructions, product views, user guides, and other information to assist you. Gateway support offers support alerts and highlights and other Gateway news.
Gateway support FAQ topics include: what is Gateway system recovery, how to upgrade your memory now, security alerts and more. Gateway offers a warranty upgrade center, online order placement, Gateway company information, shipping questions and more.
Some of the Gateway products supported are:
- Astro Computer Series
- Internet appliances
- Servers
- Software
- Notebook Computers
- Digital Cameras,
- DVD Players
You can find user guides, virus information, issue status inquiry and more all with the click of a mouse.
Compaq Support
Compaq technical support can be found on their website. Compaq offers technical support for HP branded products, Compaq Presario branded products, and services and warranties. Compaq offers support for home and home office, as well as small and medium businesses and IT professionals. Compaq's online support resources include a business support center and services to fit any business need. IT professionals will be glad to know that Compaq support offers Enterprise products, NonStop enterprise products, and business and IT services.
Some Compaq tech support products are:
- Desktops and Workstations
- Digital Entertainment and Audio
- Digital Photography
- Networking
- Printing and Multifunction
- Storage
- Servers (Unix and AlphaServers) and more.
The Compaq website offers a product detection tool that gathers data about your HP and Compaq tech supported product, which will assist you in getting quick access to support information. No personal or private data is needed or accessed on your computer. Technical data is gathered for the products supported by this tool and is used to identify the product name.
HP Technical Support
You can find HP Technical Support here. HP customer care is extended to many different languages such as Chinese, Deutsch, Japanese, Turkish, English, Spanish, and more. Some additional HP tech support resources not mentioned above can be accessed through the HP website's additional resources section. These include:
- Authorized support providers
- You can register your HP product
- Sign up: driver, support, and security alerts
- Replacement parts
- Replacement programs and recalls
- Find a replacement printer
- HP computers and more.
Other product categories that are supported by HP tech support are:
- Printing and Multifunction
- Supplies for Imaging, Printing, and Digital products
- Management Software
- Handheld Devices and more.
The HP IT resource center offers maintenance and support for comprehensive software, hardware, and network support information and tools to help you manage your multi-vendor computing environment. You can:
- Search technical knowledge base
- Navigate knowledge trees
- Patch/firmware database
- Subscribe to security bulletins, and patch digests
- Software update manager (SUM)
- HP live and more
Sony Support
There are a few options to consider when accessing Sony support online. Sony Global handles technical support whereas Sony eSupport handles electronics support and registration. You can either enter your Sony model number or choose from a list of Sony products. This selection process includes searching for manuals, specs and warranties as well as tutorials, parts, accessories and Sony drivers and software. Contact Sony Support offers contact information for many products such as:
• Business solutions
• Car Audio/Video
• Handhelds
• Music Service
• Computers
• Digital Video and Imaging
• Mobile Phones
• PlayStation and more
Sony's Global website is a portal site managed by Sony Corporation intended to distribute information regarding Sony Electronics worldwide including Africa, Asia, Europe, Latin America, North America, and Oceania. You can select your country for more product support information about electronics products and support issues. From this site you can also choose to shop by choosing a country where you will be then be directed to the appropriate website.
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