How user friendly is the IT helpdesk?

Budd, Charmaine (2006) How user friendly is the IT helpdesk? BSc dissertation, University of Portsmouth.

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    Since the introduction of the personal computer (PC) in 1980, computers and technology have rapidly evolved, and organisations soon became dependant on their information technology (IT) infrastructure. With need to support IT, the help desk, a department dedicated to supporting technology, was introduced. The help desk, primarily a customer organisation, soon realised that customer satisfaction was paramount to success. This appeared to be more so for the profit centre focused support department, where customer satisfaction has the potential to affect loyalty and profits. However, this study demonstrates that customer satisfaction is equally important for the non profit making help desk with emphasis on the fact that regardless of whether customers are paying for a service or not; staff in a customer service environment should provide a good quality service. A high quality service should result in high levels of customer satisfaction. If the IT help desk fails to meet customer needs and expectations, resulting in dissatisfaction it may be seen as non-value-adding and outsourced. Measuring customer satisfaction is important, with the predominant method being a survey, which ought to be conducted episodically. Results from surveys are useful and should be utilised to improve the quality of the help desk service. The determinants of customer satisfaction are not always tangible: in addition to response times, attitudes of support staff and communication with customers can lead to dissatisfaction, along with elements outside the help desk's control namely: budget, opening hours and staffing levels. In conclusion customer satisfaction is important for the non-profit making help desk, although not easy to achieve due to differing perceptions. It can be considered a panacea.

    Item Type: Dissertation
    Departments/Research Groups: Faculty of Technology > School of Computing
    Depositing User: Jane Polwin
    Date Deposited: 26 Sep 2007
    Last Modified: 28 Jan 2015 11:13

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