ABSTRACT
In many organizations, the help desk was created as a central point of contact for users of the data processing services. These users have accurately been referred to as customers. Depending on the mission of the help desk, the people in the function will have different skills, motivations and compensation. Those factors play a role when determining the best method to manage help desk personnel. Many tools are available to support the help desk. Protecting the access provided to help desk personnel from being available to others inside or outside the company. Managing a successful help desk can be measured by the satisfaction of the users. Unlike a customer service operation that has the potential to generate revenue through additional sales, the help desk is usually viewed as only a cost of doing business. With networked automatic call distribution, it is possible to have people in other cities included on the help desk team.
