The Aging Help Desk: Migrating to a Modern Desk

Even in this down economy, companies are looking at the help/service desk as a place where investments can be made with many different types of returns. This investment does not always take the form of product replacements. Instead, monetary gains can be achieved through more effective use of staff, reduction in the number of operations that are in place, more strategic approach to software deployments, etc. User priorities and goals were assessed in this research along with operational elements such as metrics that would help IT to improve the quality and credibility of its operation.