What is helpdesk support?

Helpdesk support refers to helpdesk technicians or CoPilots who maintain an organization’s helpdesk. CoPilots are available to answer tough questions and allow organizations to build their tacit knowledge base for new and current team members alike. Helpdesk support plays a critical role in the customer experience. This indispensable helpdesk position includes a range of tasks that ensure the best experience possible for both internal and external users, including but not limited to:

  • Direct customer service via tickets, chat, email, and phone
  • Remote IT troubleshooting
  • Documenting and reporting customer feedback
  • Training new internal helpdesk users