Help Desks

Best Practices in Creating an Effective IT Help Desk:

Lessons Learned From the Enterprise Software Industry

The more complex the software, product or service, the more critical a role initial customer service and support teams play in ensuring customers' expectations are met and their experiences are positive. In the enterprise software industry this especially holds true, as companies will often invest tens of millions of dollars in new enterprise software to track progress of their goals, orchestrate new product development and efficiently run manufacturing. This is admittedly one of the most stressing areas of IT help desk operations as the users of these systems are often under extreme time pressure to get work done involving these complex enterprise IT systems and applications (McCormack, 2006). There are techniques for ensuring a very high level of customer satisfaction however, and three of these best practices are described in this analysis....
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