ABSTRACT
This chapter discusses how new technologies, including remote access and interactive computer communications, are presenting opportunities for increasing efficiency and productivity in the help desk environment. Although help desk personnel can solve most problems over the phone with the aid of databases, another tool they can draw on is remote control software that allows them to view the computer screens of callers to determine the source of a problem and take control of their machines to provide a solution. Remote control software is most useful to help desk staffs who support local-area network users at the applications level. An alternative to internally staffed help desks is to subscribe to a commercial service or to use one of the many such services offered by computer manufacturers. Even users with access to vendors’ free help-line services can benefit from a third-party help line. One of the newest trends is to integrate help desk and trouble-ticketing functions within network management systems.
