Help Desk
Policies, Procedures, and Practices

End User Support Services (EUSS) provides the framework of the fundamental user interface for the delivery of Information Technology (I.T.) support services. All initial end user specific queries, applications and network concerns regarding company wide computing issues will be submitted by the end users to the Help Desk. The degree of documentation and formality required will be dictated by the company management team.

Help Desk is the formal interface between end user population and Information Technology (I.T.) function. It is the focal point for all user requests. It is the information technology hot line and the qualifier of all requests. All requests are routed to Help Desk to be logged and driven to satisfactory conclusion.

As computing environment becomes complex, the need for end user support is increasingly becomes vital to the productivity of such users. End users' sophistication in use of computers varies from one to another. Special attention has to be given to those users who are not fluent in computer usage. If the environment is complex enough, every user needs some One-on-One tutoring. One-on-One tutoring requests can be initiated via Help Desk per end user request. Help Desk will be an instrumental tool in acting as a day-to-day tactical interface between end users and I.T. personnel. One-on-One Tutoring is a normal part of the End User Support Services.