IT Help Desks

Paper Summary:

The paper discusses what services a help desk can provide at Charles Sturt University. The paper provides an explanation concerning how these services should be delivered and an explanation as to who will benefit from its use and why, from both staff member and student perspectives. In addition, the paper provides a description of existing alternatives and gives some broad general cost comparison for these different approaches. A discussion of organizational issues that can reasonably be expected during the implementation of such a help desk service is followed by some examples of where this type of technology is already in use, and commentary concerning their respective successes.

Outline:
Services Provided by Typical IT Help Desks
How Services Should be Delivered
Beneficiaries of Help Desk Service
Cost Comparisons
Examples of IT Help Desks Currently in Use and Their Respective Effectiveness

From the Paper:

"One major company that has used its IT help desk function to good effect is U.S.-based Convergent Industries of Atlanta, Georgia (hereinafter "Convergent" or "the company"). Today, Convergent provides a wide range of services to a number of Fortune 100 companies and delivers a comprehensive help desk function to its customers seeking information on a various company products and services. The company's current client list is comprised of various world-class organizations in the financial services, retail, automotive, and healthcare sectors (Corporate brochure, 2008). As to the success of the company's IT help desk service, Convergent's expanding list of clients represents a fundamental challenge for the help desk function because it means the company's marketing division is doing its job effectively and its software developers are providing state-of-the-art products and services that make Convergent's marketing function easier. Conversely, this increasingly diverse mix of clientele, products and services has created "

Sample of Sources Used:

• Convergent: Corporate brochure. (2008). Convergent. [Online]. Available: http://www. convergent.com/downloads/Corporate_Brochure.pdf.
• Help desk staffing ratios. (2006). Research and Markets. [Online]. Available: http://www. thefreelibrary.com/Managers+Should+Take+Into+Account+The+Size+Of+Their+Compa ny+And...-a0148617068.
• Help Star 9.0. (2008). HelpStar.com. [Online]. Available: http://helpstar.com/hdsoftware/ features.asp/
• Morrison, D. (2003). E-learning strategies: How to get implementation and delivery right first time. New York: Wiley.
• Sanderson, S. (2006). Introduction to help desk concepts and skills. New York: McGraw-Hill Technology Education.

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