Deploying Efficient Help Desk Solutions
January 30, 2013
The
help desk can have a greater dimension than a mere reactive crisis
centre coping with the concerns encountered by the consumers. It has
the potential to be used as a predictive and diagnostic tool,
functioning as a nexus of data and interaction. With the ever
increasing IT system complexities, the rising expectations and
demands of the end user today the help desk has reached a crucial
point of its development rather than just getting stagnated in a
“technology-oriented” phase.
There were many definitions
of IT
help desk solutions by
various IT analysts and authors. One of them is it being an
accessible service point which will offer on-demand service, data or
action to help the user in conducting IT associated tasks. Apart from
this basic definition, the role of the help desk is generally
extended to that of only a technology facilitator, attained by the
analysis and collation of data at the help desk to manage end-user
technology proactively.
However,
in the recent past IT analysts coined a term “real help desk”
that identifies three crucial aspects of the help desk:
*
Multiple and centralized help desks
* A staff operating
exclusively on a rotational basis
* The manning of experts and
staff with a basic knowledge that can pass on issues
Today
solution providers of agile
methodology have
introduced innovative help desk solutions keeping in mind present day
client need and requirements. These solutions with their multi-user
role resolution capacity help multiple helpdesk persons to enact
various roles for various situations. Advanced IT help desk solutions
or software assists multiple help desk procedures and helps in
deploying several workflows within a single helpdesk
interface.
Most solutions come with a task-based process
engine that helps in multiple parallel tasks allocated to various
people that are associated with the same helpdesk ticket.
Furthermore, there is a drag and drop configurability of the process
designer that helps in executing process alterations in hours than
weeks. These apart, advanced help desk management solutions are
equipped with computation compatibility that makes the Service Level
Agreements (SLA) estimations automatic and simple.
The concept
of help
desk management is
a new phenomenon in the IT landscape and does not completely fit into
a single subject domain. As a result it is an area of the information
science, computing and service management communities.
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Posted by simon simon. Posted In : Application lifecycle management