A help desk is a department or person that provides assistance and information usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of

Robert Gordon University Robert Gordon University, commonly called RGU, is a public university in the city of Aberdeen, Scotland. It became a university in 1992, and originated from an educational institution founded in the 18th century by Robert Gordon (philanthropist), ...

studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units. Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue raised. Some help desks may have telephone systems with ACD splits ensuring that calls about specific topics are put through to analysts with the requisite experience or knowledge.

References

{{DEFAULTSORT:Help Desk Computer telephony integration Customer service Outsourcing Telephony

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References