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For a new E-business, describe how you would set up your Help Desk. Create a policy that will help you to respond quickly and effectively when there are problems.

For a new E-business, describe how you would set up your Help Desk. Consider the following:

Create a policy that will help you to respond quickly and effectively when there are problems.

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The efficiency and success of an e-business help desk is a reflection of process, policy, documentation, and tools that govern the interaction between IT and the user. These create a baseline to let the user to know what to expect and to form the foundation of accountability from those providing the assistance. Combined, they lead to efficiency at the help desk. Efficiency reduces problem resolution time, increases user satisfaction, and saves money.

Process. When a user has a problem, he or she is singularly focused on a resolution for their problem. This single mindedness to outcome sometimes distorts the logic in approach. The user thinks: "Why simply have one person and a Level 1 help desk technician involved in working on a solution? I will involve as many people as I can and get a faster answer."

Adding to the complexity of the new help desk incident is the user's possible reluctance to share all the facts or inability to describe the problem in detail to a technical person. A user may know how an application usually works, but not the specifics of the broken steps. Alternatively, the systems may be broken by something that the user did, but is embarrassed to admit.

Finally, a distinction must be made between things that have broken and things that have never been addressed. Emerging user issues may be new or involve software needs that are not part of the typical help desk function. There may be policy decisions to make that represent evolving organizational opportunities, broad market technologies, or uses of technologies.

Therefore, the process that ...

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Response is 1,015 words (three pages).

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