DECISION MAKING AND INFORMATION POLITICS

Decision Making and Information Politics

Decision Making and Information Politics

Introduction

In order to cope with the problems associated to the customers, the help desk can be much more than a reactive crisis center. For decision making, information politics and communication, help desk can be used as a diagnostic and predictive tool. The help desk has certainly been advanced with the growing demand and expectations of the user. A critical development has been made by the help desk to move towards customer phase rather than the technology phase, with the increasing complexity of information technology systems. This session long project is aimed to focus the key factors that may contribute to help desk success. This SLP identifies the areas that are critical to develop help desk and functionality of it (Marcella, Middleton, 1996).

Discussion

For the purpose of the research, information to aid the user in carrying out an IT-related task and on-demand advice are provided through an accessible service point called help desk. The essential characteristics that can be identified through help desk are: centralized or multiple help desk. Through a help desk solution, automation of customer support services is considered by the companies, when they find themselves overwhelmed with work or experience problems such as: Same problems constant repetition, unidentified support staff expenses, lack of relevant metrics for planning activities, reduced productivity and increased costs, unavailability to manage and support services, and declining sales due to lower customer trust (Morgan, Thorp, 1995).

The most critical contact point between users and an organization is the goal of any help desk. The dream of any company is to have a proficient, ordered and high quality help desk. However, in order to achieve this objective, the budgetary concerns prevent management for many organizations. There are no issues of care by customers ...