Fine Tuning the Help Desk: Goals and Objectives

The primary responsibility of any help desk is to efficiently and economically service the needs of the computer and communications users of an organization. The organization knows what it considers to be a fully functional help desk and is typically anxious to proceed with the implementation of that ultimate vision. Before an effective implementation plan can be developed, the organization must complete three key tasks: establishing a baseline of current performance, determining how large a gap exists between the present help desk and the ideal that was identified and performing a gap analysis. If the help desk is to be successful and to continue to be an important part of the corporation, it must change, adjusting its services and skills to meet the new requirements. Three basic steps can facilitate an orderly transition to the help desk of the future: defining the ultimate help desk, establishing the baseline and managing the evolution.