Essay on Systems Thinking and Organization Performance Project Part II

The help desk has become the focal point of corporate productivity and can be seen as the information hub of the organization, with spokes reaching out in several directions. Voice and data network support, mainframe and midsize platform support and PC and server support are all spokes linked to the help desk hub. Automation is key to having a successful help desk. Of the calls received by an average help desk, 80% are routine calls that can be addressed by an automated attendant. This frees up the technical staff to address more challenging calls, which will save the organization money and keep the help desk staff happier by allowing them to work on problems that require thought. Automated systems such as a Voice Response Unit (VRU), Automatic Call Distribution (ACD), Interactive Voice Response (IVR) and telephony can greatly improve the successfulness of a help desk.
In short time and without fanfare, the help desk has moved from being simply a message taker to a focal point of corporate productivity. In companies where information management and corporate success are interdependent, help desk staff are the guardians of the most valuable resource: information. Most of today's help desks can trace their humble beginnings to when their mission was to intercept calls so operations staff or systems programmers could concentrate on their work. That has changed. (Violino, 1995)

Today's help desk or support center is a hub, where spokes reach out in all directions. When calls come in, a number of things transpire. As end users communicate symptoms, call tickets are opened that launch a number of potential actions affecting many segments of the IS/IT organization. Key spokes in the hub include voice and data network support, PC and server support, and main frame and midsize platform support.................

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ESSAYS ON TECHNOLOGY