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Home / Glossary / Help desk
Glossary · Management

Help desk

In plain language

The person or team you contact when something is not working.

The metaphor

Like the front desk of a building: you tell them what is wrong and they send the right person.

Going deeper

How it works

  • Takes requests by phone, email or portal.
  • Tracks each request until it is closed.
  • Response times vary by plan.
  • Good ones also spot repeating problems.

How WILDCARD handles it

Remote Support handles requests as needed, on credits.

In practice
  • A printer stops working.
  • A new hire needs an account.
  • Email stops arriving.

A question owners ask

What should a help desk reply time be? It depends on the service. Check the agreement.

Where WILDCARD handles this
Remote
Support
  • On-demand remote help
  • Billed in 6-minute blocks
  • No monthly fee
Start with Remote SupportMeet Remote Support →
Related terms
RMMRemote Monitoring and ManagementSLAService Level Agreement

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