BMC Software White Paper Sample

For many startups, their first computer help desk is an actual desk, occupied by whoever is most adept at setting up hardware and tweaking software. Although the function is vital, it may not even be part of the job description at first.

With company growth comes a dedicated help desk. It’s staffed by at least one employee and accessible not only at a physical desk, but also through email, phone, and text messages.

But soon enough, the help desk itself needs help. The life raft comes in the form of a help desk application, which provides formal incident tracking with assigned ticket numbers for an overworked staff to follow, escalate, and resolve cases. Call it the next phase of help desk evolution: This is where many small and midsize businesses (SMBs) find themselves.