The Company’s Guide to the Role of Help desks in an Organisation


Typically the term Help desk used for centralized help to the end user in an enterprise.  In a business enterprise help desk is a resource where end user will get information and assistance regarding the problems they are facing up to.


Currently the rapidly growing demands and expectations of end users, IT help desk do need development but it has now reached at a critical stage.  Help desk staff facing lots of problems which are due to instant arrival of new products, lack for information from development groups, service definition and monitoring and the most important is communication gap.  Another most critical issue which is increasingly affecting the role of Help desk in an organization is the mutual understanding between both end users and IT staff.  In most of the organizations Help desk Officers usually sit on the high speed bullet train, and due to which they unable to understand what end user is actually trying to convey them and ultimately cause a very bad impact of the IT Staff in the organization.  In simple words we are still stuck in traditional help desk which is totally reactive approach i.e. just fixing the result of the problem not the causes, technical-oriented staff which are struggling for resources and awaiting customer approaches.

Organizations need to change this approach to Proactive, by moving from traditional help desk to modern help desk,  fixes the problems at source, gathers and disseminates information,  End user service-oriented staff, a key motivator, strategy driven, the public face of the organization, remove the lack of product information and get updated by development teams on any new arrivals, eliminates communication gap with different departments of organization, end users  and  get end user’s feedback to ensure their level of competence, service quality and behaviour.  The successful help desk uses the information which it gathers to make the business case for receiving re-sourcing, or to give its voice influence. 

Going forward, the relationship between end users and IT help desk should be based on open-mindedness and a constant dialogue about the ways technology can support changing business needs.  When an IT department is focused on the end user, creative and innovative solutions can be developed. 

IT staff rarely met with managers, middle managers and department heads in typical organization, but no end users will get a chance to meet with them and ultimately this will create a big gap between IT staff and end users, no one will get the clear picture and future needs of end users.  This is not the good exercise for any IT department, for genuine communication to occur between IT departments and their end users, technologists must commit to talking with them directly.


If IT departments are going to remain relevant, they need to develop trusting, collaborative relationships with end users. Unfortunately, for many technologists, this will require a fundamental shift in their attitudes. Too many IT departments view their work as developing solutions for—not with—users.  On the other hand, where technologists have sympathy for the users and a fundamental desire to work with them to develop solutions, end users are more likely to want to collaborate with their IT departments. When this type of collaborative relationship exists, end users feel ownership and even pride in theirsystems.

  • End Users’ Training Program plays a vital role of IT Help desk in any organization. Unfortunately, many organizations fail to see these benefits and consign the help desk to damage control.  Effective end-user training can reduce routine service calls, improve overall end-user confidence in IT, and enhance the IT department’s image within the organization. All trainings should base on interactive sessions, group discussions, IT procedures and on-hand tutorials. The bottom line is, a solid training program should be a core for any job. However, these approaches can help to significantly reduce the time of end user and the time which they usually spend the help desk staff to resolve their issues.


  • Another way to achieve business goals is to get feedback from end users, finding what they need to push these goals through.  To get this information IT Department must establish a regular feedback procedure and use the gathered information for increasing the performance of IT Staff and/or the technical resources available in organization.  End user must be honest and send the proper feedback with all his/her details in order to get a great response from IT Department.  The user feedback is one small step in determining how end users view the activities and behaviour of IT Department. You can use these feedbacks to change the way of IT Staff’s approaches initiatives, challenges, goals, communication and performance. It can also better define IT’s role in the organization.

  • Today's competitive environment requires that IT departments become more sensitive and responsive to business needs. But old ways of relating to end users have made IT staffs insular and unaware of what happens at the front lines of their organizations. IT leaders have to respond by developing a new relationship with their end users, based on open collaboration.

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