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Determine if management defines the help desk mission statement. Also, the auditor should evaluate whether management has established clear responsibilities for the help desk. Evaluate the help desk service level by determining the management's methods of performing services. This can be accomplished by asking these questions:
Technical support, commonly shortened as tech support, is a customer service provided to customers to resolve issues, commonly with consumer electronics. This is commonly provided via call centers, online chat and email. [1] Many companies provide discussion boards for users to provide support to other users, decreasing load and cost on these ...
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [2] 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 ...
An excellent introduction is: How to Ask Questions the Smart Way, [1] by Eric S. Raymond and Rick Moen. They explain how to ask the kinds of questions that unpaid experts will gladly answer. Some general guidelines relevant to the Help desk: Be polite. You may come to the Help desk in a state of frustration, anger, or stress over some thorny ...
Users come to the Help desk with fairly well-defined needs, providing answers is mostly straightforward by linking to the relevant help pages, and many satisfied users express their thanks directly. Answering questions on the Help desk is a mostly rewarding experience; in contrast, editing articles can sometimes be a difficult experience.
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1]Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management, and the two terms are sometimes used interchangeably.
This level of granular support activity (e.g. the what, how, when, why and even whose mouse click is used) also helps organizations better manage its IT resources and optimize the help desk. Using a centralized, virtual help desk solution to capture important support details (e.g. record remote sessions, note where calls were transferred or how ...
This page exists to help save you and us time, by making sure you're asking the right people before you actually ask. First and foremost, if your question is a general knowledge query not specifically related to Wikipedia, you probably want to visit the Wikipedia:Reference desk , where asking knowledge questions is welcome.