Help Desk Essay

1109 Words3 Pages

The continuous prerequisite to provide more services every day as an enterprise, corporate, or educational organizations continually expands reflects the need to balance the Total Cost of Ownership (TCO) with a balance of in and out-service resources available for the community. The blend of cost efficiency and actionable objectives of a help-desk function should be categorized and defined by the mission and support garnered by the technology the organization includes and should disabuse the end user from seeking the “common” answer. First, a helpdesk should be defined in the sense of a direction that communicates what users should be looking for, such as a particular malfunction or corruption to a user PC rather than the traditional error or search of a particular function. In this mission the following objectives from (Bulchand-Gidumal, 2009) summarize the help desk:

• Unify mechanisms of technical assistance (telephone, mail, etc.) for users

• Manage an integral and homogeneous system over all computer laboratories

• Implement a telephone support line for solving issues

• To define and make public timetables of IT staff and the responsibilities of IT staff in technical assistance

To take these objectives one step further the help desk should become an asset that provides solutions in multiple forms of media over a myriad of mediums making the end user aware of the tactical support available for different dynamics. A creative approach for solving the pressures commonly faced by help desks is to create a social collaboration on different fronts. This is defined in an ideal sense that an organization will encourage learning through a user group that faces similar issues in everyday tasks or for lack of a better definition...

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...ational and inducting a collaborative real time social solution a learning organization can create the tactical mindset that the user is capable of solving issues with minimal or zero assistance from support personal. In this mindset the relationship fostered by agile growth and modulated operations increase productivity while delivering a proportional direct response system catering to the management personal. With executive support and controlling the process of user collaboration internally the problems of the “common” user issues can be minimalized and amortized through a tactical support schema.

Works Cited

Bulchand-Gidumal, J. (2009, December 12). Redesign of the IS/ICT help desk at a Spanish public university. Retrieved January 16, 2010, from Springer Link: http://www.springerlink.com.ezproxy2.library.drexel.edu/content/n37027634m511868/fulltext.pdf

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