This paper examines how the term "
help desk" refers to a body of an
organization, such as a division or department, where calls regarding customer or
client queries and problems are answered and taken care of. It looks at how, generally, a help desk is composed of personnel who have technical knowledge on the different aspects and areas of an organization's business and how it serves as a liaison between the company and its
customers. Outline What is a Help Desk? Functions of a Help Desk Human Factors Involved in a Help Desk Help Desk Technology and Tools Reasons Why a Help Desk is Important Effects of a Help Desk Scope of a Help Desk Evaluating Features Required Determining Which to Use Evaluating Vendors Evaluating Products Negotiating with the Vendor Support and Warranties Fitting into the Existing Infrastructure Installation on a Network Server and Client PCs Collecting Data Design Procedures and Policies User Training and Education Obtaining Feedback Improvement Measures ROI