What is a help desk? A help desk is a department within a company that responds to user's technical questions. Most large companies have help desks to answer user questions. Questions and answers can be delivered by telephone, e-mail, BBS or fax. This guide should help readers build, improve or maintain a successful help desk. The resource details a step by step methodology for help desk implementation and continous improvement, including tools, tips and techniques to make the help desk more efficient. The author shows how to select, implement and utilise new technology for help desks such as...