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1.1. Help Desk

The help desk is chartered to help customers use products and services. The help desk has expert resources available to solve problems that customers encounter when using those products and services. The help desk's customers can be the company's customers who buy the company's products and services, or they can be company employees who use other vendors' products and services to do their jobs. Armed with good communication skills, technical skills, problem-solving skills, and tools of the trade, help desk employees identify, track, and resolve customer problems.

Many help desks have evolved to offer services beyond the traditional problem-solving and product usage services and now offer additional value-added services. It is a natural evolution that an organization that has the people, the processes, the structure, and the tools to handle one type of service add additional services. Throughout IT Problem Management, I'll refer to this new organization as a service center. A service center offers its customers various services, including traditional technical and problem support, as well as value-added services such as ordering PCs, coordinating and overseeing work orders to set up new employees or to move an employee to a new office, taking orders for company products, and coordinating referrals. The list goes on and on.


  

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