Help Desks in organisations are very important to the running of organisations.  Over the last decade or so we have seen the model for the Help Desk change from being a basic IT Help Desk that solves users problems to a more business orientated support centre Thomas (1996). The Help Desk has emerged as very important part of organisations and has been recognised as a place where organisation
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It is essential the current system is investigated thoroughly, for this dissertation two data gathering techniques will used. The first method is interviewing. This will involve interviews on two levels. The first interview is with a Support Analyst. The second interview is with a Portfolio Manager. From the Data gathered in these interviews the system is then mo
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Simply purchasing a Help Desk to use on an already poor Help Desk model will not help matters.  A good organisation model needs to be established before any software is used.  The range of services, ……

Self support tools are another way for the Help Desk to lessen the reliance on Support Analysts. Organisations using self supports tool for simple support procedures.  As with knowledge bases and Web support this can reduce the amount of calls received by the Help Desk therefore allowing Support Analysts to work on more difficult problems.……

Help Desk software should provide reporting tools to make sense of all the information recorded.  This enables the manager to assign resources to a particular application or section of the Help Desk.  McGarahan (2000) says, “if you don’t measure it, you can’t improve upon it!”  Help Desks
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Knowledge bases are increasing being deployed over the Web.  This has implications for Help Desks.  Since one of the strengths of the Internet is its way of deploying knowledge.  These knowledge bases are being deployed using company Intranets.

A study conducted for Hewlett Packard by Delic and Hollmer (2000) where they discuss how much a knowledge based system actually improves Help Desk performance. As been mentioned by various authors it is assumed that Knowledge bases increase performance in Help Desks .  They performed a study over 18 weeks comparing how long Support Analysts took
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Over time Call tracking software builds up a huge amount of information that can be exploited by Expert Systems technology. Marcella and Middleton (1996) found that

Marcella and Middleton(1996) found that most of organizations are now using off the shelf software. The main packages on the market are supplied by Goldmine System, Onyx Software, Broadbase software which are used in both internal Help Desks and External Help Desks.

Help Desk software systems used in organisations are typically used to record faults.  These users name will be on the record of the fault, saying what the problem is, how the problem was resolved and by whom. Faults can be assigned to a particular person.

Help Desk have agreements with their customers or users these are known as ……