It can no longer survive in isolation - it needs to be integrated into its surroundings. In practical terms this means things such as service level agreements, contracts with third parties, access to asset information and an awareness of what its role in life is. Many help desks do not promote their services effectively. If the answer to any of these is no, then your help desk is not promoting itself effectively. Effective help desks are changing to fit new demands from different parts of organisations by concentrating on continuous staff improvement, technology and the processes that outline how the help desk works.
True commitment is essential to success.
Winners and losers do not just sit at the help desk any more, because it is the shop window for an organisation. The attitude and commitment of what is going on elsewhere in the shop will end up on display in that window. The author is a consultant with ProActive Services, a South Melbourne IT integration company. All Rights Reserved.