helpdesk analyst is a term in English that literally means "help desk" and that refers to a customer service that seeks solutions, clarification on doubts and other requests for technical problems related to telephony, computers, information technology or still pre and post sales.
The help desk service centralizes the receipt of customer requests, which facilitates answers and problem solving. This service can be performed both within a company, and externally with the provision of services to users through a call center or event management system.
As it is a flexible service system, work can be carried out both in person and through communication systems, such as e-mail, telephone, forum and different other means of communication. New methods of providing services to users and customers are adopted by companies every year, such as service through smartphone applications for electronics manufacturers.
The help desk also receives several other denominations, such as SAC, Service Desk (which has a wider coverage than the help desk), Service Center and others, although there are some that have their own peculiarities in the relationship and customer service.
The professionals trained to answer customer requests are called help desk analysts or attendants and involve people from different areas, such as telemarketing attendants, company assistants and even employees of lan houses. Despite the countless areas, the objective is always to work on clarifying, maintaining and managing products and services.
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