Functions
A typical Help Desk has several functions. It provides a single point of contact for users to receive help on computer issues. The help desk typically manages its requests via help desk software, such as an issue tracking system. Also known as a "Local Bug Tracker" (LBT), this system allows tracking of user requests with a unique number. There are many software applications to support the help desk function. Some target the enterprise level help desk and some target departmental needs.
In the mid 1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position to communicate daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences and satisfaction can be valuable for use in planning and preparation for other units in information technology.
Read more about this topic: Help Desk
Famous quotes containing the word functions:
“Mark the babe
Not long accustomed to this breathing world;
One that hath barely learned to shape a smile,
Though yet irrational of soul, to grasp
With tiny finger—to let fall a tear;
And, as the heavy cloud of sleep dissolves,
To stretch his limbs, bemocking, as might seem,
The outward functions of intelligent man.”
—William Wordsworth (1770–1850)
“When Western people train the mind, the focus is generally on the left hemisphere of the cortex, which is the portion of the brain that is concerned with words and numbers. We enhance the logical, bounded, linear functions of the mind. In the East, exercises of this sort are for the purpose of getting in tune with the unconscious—to get rid of boundaries, not to create them.”
—Edward T. Hall (b. 1914)
“The English masses are lovable: they are kind, decent, tolerant, practical and not stupid. The tragedy is that there are too many of them, and that they are aimless, having outgrown the servile functions for which they were encouraged to multiply. One day these huge crowds will have to seize power because there will be nothing else for them to do, and yet they neither demand power nor are ready to make use of it; they will learn only to be bored in a new way.”
—Cyril Connolly (1903–1974)