FAQs and Figures

• What are the origins of the help desk?

   

• What are the specific roles and responsibilities of the help desk?

   

• What is the future in this industry?

   

• What is the first step in establishing a help desk?

   

• What is a service level agreement (SLA)? Do I need one?

   

• With so many products on the market, how can I make sure that I select the right help desk system to fit my environment?

   

• With a limited budget, how can increasing service demands be managed effectively?

   

• How can I justify the investment in knowledge-based, self-help tools?

   

• What is the best way to recruit talented help desk professionals?

   

• How can I minimize turnover at the help desk?

   

• Should the help desk staff be certified?

   

• What are the preferred methods for assessing customer satisfaction?