Help desk support is the process of receiving technical assistance from a third-party vendor who provides remote access to computers and other information technology devices.
This service allows users to contact a company’s help desk for assistance when they need it. The help desk technician will be able to diagnose, resolve or escalate an issue that has been reported by the end-user.
This method is very popular because it is fast and easy to use. However, it can be difficult to get through to someone on the phone if your call is not answered immediately. You may have to wait up to 30 minutes before getting connected with a live person. Also, there is no guarantee that the person answering the phone will know how to solve your problem.
More info: Active Network Monitoring
