Help Desk: Definition and additional resources from ZDNet

A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities. See tech support.

The Help Desk Process
Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com)

Reproduced with permission from Computer Desktop Encyclopedia.
Copyright (c) 1981-2008 The Computer Language Company Inc.
All rights reserved.

Additional Resources

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(Photos: How UPS Next Day delivers): (Photos: How UPS Next Day delivers)It doesn't!If I order something to be delivered at home, it literally takes a week to get it. They do three attempts to deliver (while I'm at work, of course), come hell or high water - you can't get them to hold it at the...; Tags: United Parcel Service of America Inc., UPS Next Day, photograph; Discussion threads 2008-06-25
Cheat High Tech Cheaters: So Omar Khan wanted to get into college, but he didn't want to do his homework to get there. The Orange County, CA, high school senior decided instead to use spyware, grab credentials off teachers' log-ins, and then change failing grades to top grades. ...; Tags: Student, Teacher, Khan, Food & Beverage, Handhelds, Team Management, Telecom & Utilities, Wireless, Manufacturing, Hardware, Management, Tom Steinert-Threlkeld; Blog posts 2008-06-25
I'm done with the MacBook Air (for now): I've come to the conclusion that the MacBook Air isn't the best Mac for me. Everything that I've previously written about the MBA still remains true: I love its tiny form factor, light weight and ability to be able to be tucked into almost any bag, but at...; Tags: MBA, Apple MacBook, Apple MacBook Pro, Notebooks, Hardware, Notebooks & Tablets, Jason D. O\'Grady; Blog posts 2008-06-24
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Stanford University data breach leaks sensitive information of approximately 62,000 employees: A data breach resulting from a stolen laptop has leaked sensitive information including Social Security Numbers of approximately 62,000 as reported by Stanford UniversityÂ former and current Standford University employees.Â The Privacy Rights Clearinghouse, a site devoted to the collection of data breach information, reports this number as 72,000, and I'm...; Tags: Sensitive Information, Stanford University, Data, Information, Stanford, Laptop Computer, Kroll, Notebooks, Hardware, Notebooks & Tablets, Nathan McFeters; Blog posts 2008-06-23
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