One of the most critical problems faced by the information technology department in virtually every organization is how to provide effective help to end-users facing problems with the technology. The help desk is the point at which every frustration, every concern, and every mistake known to humanity is brought for resolution. Typically staffed by lower-level and often new personnel, help desks often have a reputation for minimal service and buck-passing. It shouldn't be this way, and doesn't have to be; there's a lot of information out there about how to effectively manage and coordinate help services, and a great deal of information about how important is to do so. But like many aspects of IT, this knowledge doesn't always make it into the field in many organizations.
A while ago, TechRepublic ran a series on how to set up and manage help desks. You can read the series here:
"Setting up a successful help desk--physical considerations" (http://articles.techrepublic.com.com/5100-10878_11-5112459.html) and
"Try these efficiency strategies when setting up a successful help desk" (http://articles.techrepublic.com.com/5100-10878_11-5112468.html).
For this SLP you are expected to evaluate in a 2-3 page paper, the best strategies for a successful help desk within an organization. Identify three (3) best practices and provide some examples on how and why those strategies are important. Because this is a SLP, you are expected to discuss the topic with practical approach. Do you have experiences that you can describe about user support (as a user or as an IT person)? why were they good or bad? what suggestions do you have?
The first best practice is to set very clear, realistic and quantify able goals. The reason why this best practice should be in place is to ensure that the purpose for setting up a help desk is supported. When clear goals are set then goals related to retention of customers, ensuring customer satisfaction, identification of business opportunities, and identifying training requirements are achieved. If, the help desk employee knows exactly what is expected from help desk, the persons who are selected are such that they have the skills required for the help desk position. Setting clear goals is important for increasing customer satisfaction. The objectives should encourage seeking of new business opportunities; providing a structured approach for service support activities. In addition, setting clear objectives enables close monitoring of help desk staff and helps improve service performance. The setting of objectives helps identification of serious shortage of service. The objectives also help set up and implement secure and practical cost effective policies. My experience as the user ...
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