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.
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Famous quotes containing the word functions:
“One of the most highly valued functions of used parents these days is to be the villains of their children’s lives, the people the child blames for any shortcomings or disappointments. But if your identity comes from your parents’ failings, then you remain forever a member of the child generation, stuck and unable to move on to an adulthood in which you identify yourself in terms of what you do, not what has been done to you.”
—Frank Pittman (20th century)