The establishment of an organizational help desk (HD) is to provide technical support to users when they encounter technical problems related to hardware, software and network connections. Due to the lack of resources, users often have to wait for a considerably long time before their enquiries and problems are answered and solved. This paper discusses the background of HD and its existing challenges. The application of Knowledge Management (KM) techniques and Knowledge Management System (KMS) enables HD to manage its knowledge effectively. In addition, the combination is capable of relieving the overloaded HD by shifting some of the troubleshooting responsibilities to users.
Leung, Nelson K.Y. and Lau, Sim Kim
"Relieving the Overloaded Help Desk: A Knowledge Management Approach,"
Communications of the IIMA: Vol. 6
, Article 11.
Available at: http://scholarworks.lib.csusb.edu/ciima/vol6/iss2/11