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
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Index Terms
Getting the most out of your help desk software
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