Help Desk Management: Features for Efficiency and User Satisfaction

This report provides an executive summary and table of contents, followed by an introduction discussing social interaction and conversation analysis in help desk management. The core of the report focuses on two key features of efficient help desk management: knowledge base and user satisfaction. The knowledge base is presented as a crucial tool for minimizing recurrent issues and enhancing help desk functions, while user satisfaction is emphasized as a result of effective knowledge transfer. The report references several articles to support its claims and concludes by reiterating the importance of these features in enhancing the overall performance of help desk operations. References are included at the end.

Running head: HELP DESK MANAGEMENT
HELP DESK MANAGEMENT
Name of the student
Name of the university
Author note

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Executive summary
The report identifies different features that assist the management in enhancing the efficiency of
the help desk. The features relating to a steady knowledge base and the identification of the
issues that are faced by the end- level users thereby permitting satisfaction will be helping the
management in enumerating the different aspects of change in the help desk operations. The
purpose of the report is to enumerate the features and thereby examine their importance in the
light of suitable management of the help desk activities as per the needs of the users.

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Table of Contents
1. Introduction..................................................................................................................................3
2. The features of efficient management of a help desk..................................................................3
2.1 Knowledge base.....................................................................................................................3
2.2 User satisfaction.....................................................................................................................4
3. Conclusion...................................................................................................................................5
References........................................................................................................................................6

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1. Introduction
The interaction between specific groups of people and the manner in which they establish
social relationships is an important element that influences the proper functioning of the help
desk management attributes. The convergence and divergence of the communications that are
undertaken in the institutions are influenced by the different key factors that guide the manner in
which people moves into interactions. The report will be focusing at disclosing the different
aspects of Social interaction, Conversation analysis and thereby enumerate two features of
efficient management of a help desk.
2. The features of efficient management of a help desk
The features add on to the value of the proper functioning of the help desk. The
management of the health desk is based on the identification of the needs of communicating with
the people and thereby sharing knowledge to make them aware of the different situations.
Mortensen and Hazel (2014) stated that interactions are based on the identification of the need of
the people while acting on the common objective of supporting the same through knowledge
sharing. The article clearly portrays the different social practices that are considered by the help
desk managers while developing the schedule of the receptionists. The features of efficient
management of help desk are being enumerated in this section of the report, which will be
helping to identify the different social interactive activities.
2.1 Knowledge base
The knowledge base of the receptionists acts as a tool in order to minimize the different
recurrent issues. Green et al. (2014) stated that the knowledge base of the help desk and the

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different steps of the knowledge management procedure has helped in enhancing the functions of
the same while operating on the objectives of the business. The knowledge base of the
receptionist helps in enhancing the functions of the help desk. On the other hand, Giampieri
(2012) stated that the mismanagement of knowledge might affect the interests of the organization
relating to secrecy. Different aspects of change in the service patterns and the concerns relating
to changes in the operating systems are being communicated to the help desk personnel from the
end of the organization (Rahman et al., 2014). However, the manner in which the help desk
personnel manifest the social interactions is dependent o the convergent and divergent nature of
communication that is planned by the same. Mortensen and Hazel (2014) stated that the
organized functioning of the help desk personnel and the interaction technique that is utilized by
the same helps in making the help desk functions more efficient. On the other hand, the
knowledge base of the help desk personnel helps in the induction of knowledge to the people to
uphold the efficacy of the operations as per the objectives of the organization.
2.2 User satisfaction
User satisfaction through the knowledge transfer measures helps in upholding the
efficacy of the functions as per the job role of the help desk personnel. Hennig-Thurau and
Hansen (2013) stated that user satisfaction through the transmission of proper knowledge helps
in enhancing the management activities of the help desk. The efficiency of the personnel in
closing the tickets clearly adds to the efficacy of the functions of the help desk executives. The
proper functioning of the help desk executives are based on their activity of designing a survey
for the users and thereby record their responses to the same. It helps the help desk mangers in
infusing different modifications in the operations as per the identification of the needs of the
users. Ann Sykes (2015) stated that the application of the help desk activities will be helping the

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same in maintaining the efficacy of the functions as per the organizational needs. On the other
hand, the knowledge base of the help desk clearly adds on to the efficacy of the functions of the
personnel in sharing the relevant knowledge with the end- line users.
3. Conclusion
Therefore, it can be stated from the above analysis that the smooth functioning of the help
desk is based on different features that adds on to the interactive phenomenon for sharing
relevant knowledge among the users. The utilization of the knowledge base will be helping the
organizations in maintaining the proficiency of knowledge transfer as per the user needs. On the
other hand, the identification of the different concerns of the people and thereby providing them
with the required knowledge clearly permits the organization in supporting user satisfaction
through the services. The enumeration of the features clearly supports the management of the
help desk in bringing forth enhancements in the performance of the business organizations while
operating as per the objectives.

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References
Ann Sykes, T. (2015). Support structures and their impacts on employee outcomes: A
longitudinal field study of an enterprise system implementation. MIS quarterly, 39(2).
Giampieri, M., (2012). Communication and informed consent in elderly people. Minerva
anestesiologica, 78(2), pp.236-242.
Green, T.A., Carter, S.R., Isaacson, S.A. & Anderson, E., Micro Focus Software Inc,
(2014). Techniques for help desk management. U.S. Patent 8,655,713.
Hennig-Thurau, T., & Hansen, U. (Eds.). (2013). Relationship marketing: Gaining competitive
advantage through customer satisfaction and customer retention. Springer Science &
Business Media.
Mortensen, K., & Hazel, S. (2014). Moving into interaction—Social practices for initiating
encounters at a help desk. Journal of Pragmatics, 62, 46-67.
Rahman, M. I., Alarifi, A., Eden, R., & Sedera, D. (2014). Archival analysis of service desk
research: New perspectives on design and delivery.