I will use a mixture of these terms when referring to the people outside the Help Desk who need your services or help. The term customers denotes a group of people who need extra care and should make you feel more inclined to help them with their problems. Users might be an accurate term because they use your [...]
Monthly Archives: October 2009
Associates, Agents, and Employees
Thursday, October 22, 2009
For a long time, if you worked in a company you were considered an employee. Lately, I have seen a trend away from that term towards the more favorably regarded associate. It’s supposed to sound more like you are a part of the big picture and not just a person employed by an impersonal corporation. You won’t see [...]
Help Desk, Support Center, and User Support
Friday, October 16, 2009
I started above, and will use throughout, the name Help Desk to describe the person(s) or group that functions to support your department and company. Personally, I dislike the term because it’s old-fashioned and doesn’t give the credit a well-oiled department deserves, but it is the most popular. Once I was in a position to [...]
Defining a Help Desk
Saturday, October 10, 2009
For purposes of this book, we will define a Help Desk as a formal organization that provides support functions to users of the company’s product, services, or technology. Let’s break this statement down and analyze it phrase by phrase. A formal organization that. Support can be a full-time job or part of someone’s job; for [...]
