What are the two important features of a help desk

Assignment Help Other Subject

Reference no: EM131217199 , Length: word count:1000

Task - Journal Entry

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Warning: Entering or editing data in this journal entry after 2359 hours on 23 September will result in deduction of marks.

Question 1 - What are the two important features of a help desk that you have learnt (Help Desk Operation) from the textbook? Supplement it with any literature [300 words]

Question 2 - Review the following conference papers and choose any ONE:

Chan, C., Geng, L. & Chen, L. (1999, May 9). Development of an Intelligent Case-Based System for Help Desk Operations. Paper presented at 1999 IEEE Canadian Conference on Electrical and Computer Engineering. Alberta, Canada. DOI: 10.1109/CCECE.1999.808194

Moore, M.E., McGraw, K.A. & Shaw-Kokot, J. (2001) Preparing staff to work at a single service desk. Medical Reference Services Quarterly. 20(1) pp.79-86. DOI: OI: 10.1300/J115v20n01_08

As these papers was published about 15-17 years ago, provide three suggestions or improvement you would make to update the contents of this paper, supported with literature. [400 words]

Question 3 - How does the principles of Information Technology Infrastructure Library (ITIL) assist in a help desk setup? Give any two examples that apply to a help desk for a vehicle breakdown service. Relate the task to literature read. - [400 words]

For all three questions, you are also required to substantiate with literature (with in text citations). Include ONE combined reference list at the end of this assignment.

1000 words

6 APA reference

Reference no: EM131217199

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len1217199

9/23/2016 2:15:44 AM

One Reference List provided at the end and in-text citations conforms to APA 6th edition. Journal space on Interact2 presentation text width between 85-95 characters including spaces. No Wikipedia references used. Font types and sizes consistent (use Arial 12pt) throughout and paragraphs well formed. Meet word limits in each question (allowance of +/- 5%) Submit answers to all work in one journal entry. No attachments to journal entry allowed. The tasks in this assignment be able to critically assess the main issues related to support standards and suggest solutions to rectify issues in the customer support area.

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