Scribd
Upload
26 views

Function of A Computer Help Desk System in An Organization

A computer help desk system provides user support and issue resolution through ticket management. It acts as a communication hub between users and IT staff. The system also includes a knowledge base and can manage assets and monitor performance. Reports generated by the help desk system help project managers gauge workload, identify issues, and assess user satisfaction to improve support services.

Uploaded by

michaelmikeal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
26 views

Function of A Computer Help Desk System in An Organization

A computer help desk system provides user support and issue resolution through ticket management. It acts as a communication hub between users and IT staff. The system also includes a knowledge base and can manage assets and monitor performance. Reports generated by the help desk system help project managers gauge workload, identify issues, and assess user satisfaction to improve support services.

Uploaded by

michaelmikeal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

a) **Function of a Computer Help Desk System in an Organization (6 marks):**

1. **User Support and Issue Resolution:** The primary function of a computer help desk system is
to provide support to end-users within the organization. It serves as a central point for users to
report issues, seek assistance, and receive solutions for technical problems related to hardware,
software, or other IT services.

2. **Ticket Management:** The help desk system efficiently manages and tracks user issues through
the use of tickets. Each reported problem is assigned a unique identifier, and the system keeps a
record of the status, priority, and resolution progress of each ticket.

3. **Communication Hub:** It acts as a communication hub between users and IT support staff.
Users can submit requests, report problems, and seek information, while support staff can
communicate updates, request additional details, or inform users when issues are resolved.

4. **Knowledge Base:** Many help desk systems include a knowledge base that contains solutions
to common issues and frequently asked questions. This helps users to find answers to their problems
without having to contact the help desk, promoting self-service.

5. **Asset Management:** Some help desk systems include features for managing and tracking IT
assets such as computers, software licenses, and peripherals. This helps organizations keep an
inventory of their IT resources.

6. **Performance Monitoring:** The system may provide metrics and reports on the performance
of the help desk, including response times, resolution times, and overall efficiency. This data can be
used to assess the effectiveness of support services.

b) **Reports Generated by a Help Desk System for Project Management (6 marks):**

1. **Ticket Status Reports:** These reports provide an overview of the current status of all open
tickets, including the number of tickets resolved, in progress, and those awaiting resolution. This
helps project managers gauge the workload and efficiency of the support team.
2. **Resolution Time Analysis:** Reports on the time taken to resolve different types of issues. This
information aids in identifying bottlenecks, areas for improvement, and setting realistic expectations
for issue resolution.

3. **User Satisfaction Surveys:** Help desk systems often include tools for collecting user feedback.
Reports summarizing user satisfaction surveys can provide insights into the quality of support
services and areas that may need attention.

4. **Common Issues Report:** Identifying recurring problems through reports on common issues
can inform proactive measures such as additional training, system improvements, or updates to
prevent similar issues in the future.

5. **Resource Utilization Reports:** These reports detail how help desk resources are allocated,
providing information on which technicians are handling the most tickets, their efficiency, and
potential workload imbalances.

6. **Trend Analysis:** Reports on the frequency and types of issues over time can help in predicting
future support needs, allowing project managers to allocate resources and plan for improvements or
upgrades accordingly.

You might also like