ABSTRACT
A service desk is the primary contact most users have with information technology (IT). As such, a well-functioning service desk is a key component in delivering high customer satisfaction. To get the best value from a service desk, users must be trained to use technology eff ectively. In this way, the service desk is able to deal with real issues instead of providing ad hoc training to users who are unfamiliar with technology. Training also increases user satisfaction as they become more comfortable with using applications and more productive as a result.
