Effective Computer Help Desk support
Computer Help Desk Support
The in-house help desk of any organization is important for the assistance of employees. It is vital to any organization¶s success that the company¶s employees areable to create documents. A help desk is a resource which employees can use totroubleshoot program errors, maneuver through unfamiliar programs, and ask generalquestions. There are many more uses for the help desk within an organization. The helpdesk can be an invaluable resource for any employee, regardless of his or her computer experience.The general process of the help desk is as follows:
The employee calls the help desk with issue or question.
A help desk ticket is created.
The help desk employee either addresses the issue or question or forwards theissue or question to a higher level technical support staff member.
The help desk staff member follows up and ensures the issue or question isresolved.
The help desk employee checks with the employee to make sure there are nomore outstanding issues or questions.
The help desk ticket is resolved.The diversity of today¶s workforce provides many opportunities for help desk employeesto assist employees with a wide variety of computer application experiences. Familiaritywith computer software can greatly differ for employees in which computer softwareexperience is not a required part of their job position. The help desk can save valuabletime: time an employee may waste researching troubleshooting information on theInternet or trying to figure out the solution through trial and error.In today¶s workforce, there is an increased need for team projects using computer software (see Figure 1). The employees comprising the teams can more effectivelycollaborate with the assistance of a help desk. An effective help desk can answer multiple questions and contribute to a more effective final product.