Using Intelligent Tools to Operate a Network Help Desk
Jeff C. Hafer · Auerbach Publications eBooks · 2021
Computers used in some automobiles today are more powerful than desktop systems were ten years ago. The network help desk must include intelligent tools that contribute directly to the daily operation of the telecommunications network. In many organizations, the help desk was created as a central point of contact for users of the data processing services. Telecommunications functions such as private branch exchanges (PBXs), voice mail, interactive voice response (IVR), and interconnection circuits have become the responsibility of the information technology group in many companies. The customers of a network help desk are usually employees or on-site contractors. Management may be more willing to accept a lower level of customer service for employees than they are for outside customers. Operational improvement will occur only if the people responsible for the help desk are given additional responsibilities.