By Ram Tackett Five or six years ago, the majority of big organizations were mainframe-centric, and nearly every one had a central help desk. With little or no control over their environments, users found management tasks, such as resetting passwords, to be simple.
Help desks are essential for maintaining a smooth-running network and making end users happy.
These folks measure success by the percentage of correctly and completely answered calls, not sheer volume. Your help desk may be useless if end users believe their needs are not being met or if the help-desk staff makes them feel embarrassed about asking a question. This is especially true when the end user's expectations of service differ from yours. An end-user survey, however, showed a high rate of dissatisfaction because users felt their problems should have been fixed within 10 minutes. It is key, therefore, that users know what to expect and when.