IT Helpdesk BENEFITS OF USING THE IT HELPDESK T he IT Helpdesk is a resource designed for users to submit assistance requests when they are having problems with their IT services and equipment. Helpdesk software can add value and productivity to a number of key areas in an enterprise. From a broad perspective, a properly utilized helpdesk has a positive influence on the end-users (our clients), the helpdesk staff, the helpdesk management and the enterprise as a whole. An effective IT Helpdesk has many advantages for the end-user. When an issue needs to be addressed, helpdesk software functions as a single point of contact, streamlining communications and providing traceability and accountability. Additional benefits to be gained by using the IT Helpdesk are information sharing, issue escalation and the ability to assess trends and performance. Using a common reporting process A common method of logging issues and making requests has the following benefits: • The simple effective incident/request forms should be quick to complete. • An incident only requires reporting once. • The form should be easy for all staff to complete and pass to single point of contact. • Using the same form ensures that, where there are the same difficulties in reporting incidents or making requests, these are spotted. • It is simple to check when incidents are not effectively resolved, or action has not been taken when required. The KEO IT Helpdesk is available through Sharepoint and can be accessed using the following link: http://sharepoint.keoic.com:91/helpdesk/index.asp - Q1 2016 - Issue 1 3