One of the most critical problems faced by the information technology department in virtually every organization is how to provide effective help to end-users facing problems with the technology. The help desk is the point at which every frustration, every concern, and every mistake known to humanity is brought for resolution. Typically staffed by lower-level and often new personnel, help desks often have a reputation for minimal service and buck-passing. It shouldn’t be this way, and doesn’t have to be; there’s a lot of information out there about how to effectively manage and coordinate help services, and a great deal of information about how important is to do so. But like many aspects of IT, this knowledge doesn’t always make it into the field in many organizations.
A while ago, TechRepublic ran a series on how to set up and manage help desks. You can read the series here:
“Setting up a successful help desk–physical considerations” (http://articles.techrepublic.com.com/5100-10878_11-5112459.html) and
“Try these efficiency strategies when setting up a successful help desk” (http://articles.techrepublic.com.com/5100-10878_11-5112468.html).
For this SLP you are expected to evaluate in a 2-3 page paper, the best strategies for a successful help desk within an organization. Identify three (3) best practices and provide some examples on how and why those strategies are important. Because this is a SLP, you are expected to discuss the topic with practical approach. Do you have experiences that you can describe about user support (as a user or as an IT person)? why were they good or bad? what suggestions do you have?
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