Help Desk It460 Assignment-Unit9.

Help Desk

Kaplan University

IT460

Help Desk

I have researched the possibility of a help desk for SCR and have included the following information along with possibilities to choose from. I followed this with my recommendation for SCR in order to gain an help desk to work for the TIMS project.

A help desk is a department within a company or organization that answers technical questions for the users, no matter if they are external or internal to the company. They respond to customers to assist with issues involving technology and follow communications with each other through email, online chat, websites, and telephones. Internal help desks also exist to help employees of the company as needed as well.

Help desks provide a single point of contact so the users may receive assistance. This is done through an issue tracking system. An issue tracking system allows the help desk employee to track the users request by using a identifier specific to that request. It finds solutions for common issues and is able to prioritize the issues to address the immediate ones first. Different levels will exist to address different questions. The more common questions will be sent to the lowest level (level 1) for answers and solutions. Should a question progress past this level, it will move up one level to level 2. The higher the level, the more experienced and educated the staff of the help desk is. A third level is offered to assist in updates that may directly impact large clients, software requirements, and bugs in the system.

As long as human resources are prepared, establishing a help desk for users of the TIMS system should not be an issue. Since SCR already has an IT department intact, the financial responsibility will not be as harsh. The IT department’s staff is well trained so utilizing this group as needed for the help desk would be a great starting point. The IT staff will be familiar with the new TIMS so that they are able to guide the users on the correct...