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Getting the most out of your help desk software

Published:15 October 2012Publication History

ABSTRACT

Many of us have a love - hate relationship with our Help Desk software. Often seen as a necessary evil, it can be a great source of frustration for IT staff as well as our clients. When we look for a way to eliminate our frustrations, we often look first for a software solution, confident that all we need is a program with the "right" feature set. Less attention is paid to how our management team, Help Desk staff, and clients are using the systems we already have in place. In this paper, we'll discuss how a disconnect between implementation and procedures and an institution's culture can be the root cause of Help Desk software failures and frustrations and share strategies for improving overall satisfaction with your current Help Desk system

References

  1. http://www.numarasoftware.com/track-it/help-desk/Google ScholarGoogle Scholar
  2. http://www.thinkhdi.com/Google ScholarGoogle Scholar
  3. Schein, Edgar H. 2010. Organizational culture and leadership. San Francisco: Jossey-Bass. http://public.eblib.com/EBLPublic/PublicView.do?ptiID=588878Google ScholarGoogle Scholar
  4. Bergquist, W. H., and K. Pawlak. Engaging the Six Cultures of the Academy: Revised and Expanded Edition of the Four Cultures of the Academy. Jossey-Bass Inc Pub, 2008.Google ScholarGoogle Scholar
  5. http://www.numarasoftware.com/resources/track-it/brochures/track-it-helpdesk.pdfGoogle ScholarGoogle Scholar
  6. SMA Management Systems, inc, "Help Desk ROI: Improving the Return on Your Help Desk Investment", January 2002.Google ScholarGoogle Scholar

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  1. Getting the most out of your help desk software

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        • Published in

          cover image ACM Conferences
          SIGUCCS '12: Proceedings of the 40th annual ACM SIGUCCS conference on User services
          October 2012
          262 pages
          ISBN:9781450314947
          DOI:10.1145/2382456

          Copyright © 2012 ACM

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          Association for Computing Machinery

          New York, NY, United States

          Publication History

          • Published: 15 October 2012

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