Help Desk Systems

Paper Summary:

This paper examines how the term "help desk" refers to a body of an organization, such as a division or department, where calls regarding customer or client queries and problems are answered and taken care of. It looks at how, generally, a help desk is composed of personnel who have technical knowledge on the different aspects and areas of an organization's business and how it serves as a liaison between the company and its customers.

Outline
What is a Help Desk?
Functions of a Help Desk
Human Factors Involved in a Help Desk
Help Desk Technology and Tools
Reasons Why a Help Desk is Important
Effects of a Help Desk
Scope of a Help Desk
Evaluating Features Required
Determining Which to Use
Evaluating Vendors
Evaluating Products
Negotiating with the Vendor
Support and Warranties
Fitting into the Existing Infrastructure
Installation on a Network Server and Client PCs
Collecting Data
Design
Procedures and Policies
User Training and Education
Obtaining Feedback
Improvement Measures
ROI

From the Paper:

"Help desks oftentimes use different available technologies to help them manage their purpose of assisting and helping customers. The help desk technology that is mostly available in the market is the use of software applications meant for help desk. For instance, a problem tracking software that documents problem calls is useful to a help desk in recording problems and identifying problem trends. Having this, it allows the help desk management to develop and formulate the necessary solution to such problem. An example of this kind of software is Central Connecticut State University's HEAT. Following is CCSU Online's definition of HEAT's purpose."

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• Analytical Essay # 106340 : "Outsourced Help Desk"

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