Functions
A typical Help Desk has several functions. It provides a single point of contact for users to receive help on computer issues. The help desk typically manages its requests via help desk software, such as an issue tracking system. Also known as a "Local Bug Tracker" (LBT), this system allows tracking of user requests with a unique number. There are many software applications to support the help desk function. Some target the enterprise level help desk and some target departmental needs.
In the mid 1990s, research by Iain Middleton of Robert Gordon University 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 also from the help desk's unique position to communicate daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences and satisfaction can be valuable for use in planning and preparation for other units in information technology.
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Famous quotes containing the word functions:
“The mind is a finer body, and resumes its functions of feeding, digesting, absorbing, excluding, and generating, in a new and ethereal element. Here, in the brain, is all the process of alimentation repeated, in the acquiring, comparing, digesting, and assimilating of experience. Here again is the mystery of generation repeated.”
—Ralph Waldo Emerson (1803–1882)
“Let us stop being afraid. Of our own thoughts, our own minds. Of madness, our own or others’. Stop being afraid of the mind itself, its astonishing functions and fandangos, its complications and simplifications, the wonderful operation of its machinery—more wonderful because it is not machinery at all or predictable.”
—Kate Millett (b. 1934)
“Empirical science is apt to cloud the sight, and, by the very knowledge of functions and processes, to bereave the student of the manly contemplation of the whole.”
—Ralph Waldo Emerson (1803–1882)