Anyone who provides assistance to other people is a help desk technician working at a help desk. Whether the requests for help come by phone, over a network, or even by mail, a help desk technician provides answers, dispatches assistance, or schedules repairs. This broad definition indicates the diversity of HelpTrac's potential application. In addition to the traditional in-house computer support, HelpTrac can track help requests in service dispatch, customer support, and even sales support. Users are the people who contact the help desk for support.
Technicians are the help desk workers who provide the support.
It is a necessary distinction, because HelpTrac provides technicians with different capabilities than it offers to users. To put it simply, technicians use HelpTrac to resolve users' problems. Novell, Banyan Vines, Lantastic, Windows for Workgroups, and Windows NT all run HelpTrac with ease. If you believe you have an unusual environment, give us a call so we can find a solution together. If more than one technician will need access to the files, they must be stored in a shared directory somewhere on the network.