Primary Task Response: Within the Discussion Board area, write 400–600 words tha

Question

Primary Task Response: Within the Discussion Board area, write 400–600 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas:

You recently have been hired as the company’s new IT Director. One of the main projects that you have been tasked with is to establish an IT Help Desk to support the company’s operations. This function does not currently exist, so you will start from the beginning and build it from the ground up.

To begin, you have been asked to identify the anticipated requirements and problems that typical users within your company will face and that the newly created Help Desk will need to address. Take this opportunity to describe the high-level business model of your company and the typical problems (at least 5) faced by users. In addition, describe the anticipated characteristics of the users who will utilize the Help Desk.

Explanation / Answer

According to the ongoing project requirements, client is more concerned about the end user capability of using new version of software that has been replacing the older one. So, to resolve the problems of the end usera and make them aware of the changes, it is necessary to setup a IT helpdesk.

As this functionality is new to the company, business operations might change depends upon the adaptability to the IT helpdesk. Requirement to set up IT desk is to hire the people who has good soft skills and telephonic skills and get them trained with the ticket handling issues. They have to understand the complete usage of the new software and its user interface.

Business analysts and functional consultants have to be involved in this training so that effective team could be setup. This costs the company but better service to the client always expands the business growth.

Setup the entire business functionality particular to this project in to three categories, L1, L2 and L3. L1 represents Level-1 team which is IT helpdesk, they recieve the end user issue through calls or email and if the issue has primary concerns, they resolve it and if the issue has serious technical concerns, they forwards it to the Level-2.

Issues that users faces:

1. Login issues

2. Customization issues to the interface,

3. Roles and authorization issues

4. Data storage issues

5. End-user training purposes

For the above mentioned reasons, users wanted to have IT helpdesk to address their issues. By this, business functionality could be improved which improves the overall functionality.

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