Some software vendors are offering useful help desk packages that can make a difference in your enterprise. Because many large enterprises have been slow to enforce standards and commonly supported product sets, they have unwittingly developed uncoordinated pockets of support that can be costly and inefficient to maintain. This creates an opening for PC help desk software, among other applications. This class of workgroup software has come into its own as IS struggles to support the growing array of products and configurations from multiple vendors. They offer a way to track requests for change, problems, glitches and bugs from initial customer contact through resolution.
Help desks provide knowledge bases so that prior solutions can be retrieved easily and reused.
Help desk support is a valued new entry-level position in IS departments in both vendor and user companies. It is best to base such projects on a solid workflow and data model before turning to the vendor implementations. Several successful enterprise-wide help desk implementations use commercial software packages that contain frameworks for distributed architectures. Each of these aspects is worth elaborating upon. Project staffing, workflow and database design, systems implementation, and eventually staffing and operation of the help desk should be thought out before you begin evaluating packages.