What are the chief challenges in help desk implementation?
Staffing is a key issue, and includes the help desk agents answering calls and the management overseeing the operation. The help desk agent position is often seen as entry-level, leaving inexperienced staff to handle calls. To compound the issue, these individuals often do not receive the necessary on-going training to keep up with changing applications and hardware configurations. Career development for the help desk professional is another challenge, as a small help desk usually cannot afford to allow staff to train off-line without impacting daily operations. Help desk positions are often not linked to a definitive and upward career path. This situation, in turn, hinders the recruitment process. Today, productivity equals competitive advantage, and companies strive to have every PC up and running constantly to achieve maximum productivity levels. The entry of the personal computer into corporate life has opened a Pandora’s Box for information systems professionals charged with keepi
