Paper Info
Title
Information technology help desk survey: to identify the classification of simple and routine enquiries
Abstract
Information technology has changed the way organizations function. This has resulted in reliance of help desks to support users in dealing with a wide range of information technology-related problems such as hardware, software and telecommunication. The help desk generally has to cover a wide range of information technology products and services. However, due to resource constraint, in particular the lack of help desk staff, users often have to wait for a long time before their enquiries and problems are answered and solved. Literature has shown that the majority of incoming enquiries are considered to be "simple and routine", and do not require specialized knowledge. The aim of this paper is to present the results of a survey that identifies the classification of simple and routine technical enquiries in a help desk environment. This paper also discusses the development of help desks, ranging from support models to support structure.
Year
Venue
Keywords
2007
JOURNAL OF COMPUTER INFORMATION SYSTEMS
help desk,simple and routine enquiries
Field
DocType
Volume
World Wide Web,Information technology,Computer science,Software,Service desk,Desk
Journal
47
Issue
ISSN
Citations 
4.0
0887-4417
8
PageRank 
References 
Authors
0.88
11
2
Name
Order
Citations
PageRank
Nelson K. Y. Leung1173.90
Sim Kim Lau25010.24