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What Is A Help Desk?
At a very basic level a Help Desk is a central point through which problems or issues can be reported and managed. However, these days it is very much seen as a core part of the 'service management function', responsible for bringing resources together to tackle a variety of issues.
Because help desk users can be both internal and external, the help desk can be potentially critical in terms of the organization's running and reputation.
Help desk provision is now a fast moving industry. It is has evolved rapidly from simple telephone support, through PC software to internet and intranet based systems. Management has had to evolve equally quickly to address these challenges, and ensure that the help desk function becomes a positive differentiater, as opposed to being a problem.
RETURN TO HELP DESK MANAGEMENT ZONE
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