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:
“Those things which now most engage the attention of men, as politics and the daily routine, are, it is true, vital functions of human society, but should be unconsciously performed, like the corresponding functions of the physical body.”
—Henry David Thoreau (1817–1862)
“In today’s world parents find themselves at the mercy of a society which imposes pressures and priorities that allow neither time nor place for meaningful activities and relations between children and adults, which downgrade the role of parents and the functions of parenthood, and which prevent the parent from doing things he wants to do as a guide, friend, and companion to his children.”
—Urie Bronfenbrenner (b. 1917)
“The mind is a finer body, and resumes its functions of feeding, digesting, absorbing, excluding, and generating, in a new and ethereal element. Here, in the brain, is all the process of alimentation repeated, in the acquiring, comparing, digesting, and assimilating of experience. Here again is the mystery of generation repeated.”
—Ralph Waldo Emerson (1803–1882)