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Literature analysis

Write about the Current Practice Analysis for Supporting Users for IT Help Desk.

The following is a comparison of the contemporary practices of the IT help desk which was comprised of the support staff talking over the phone for getting help from the professionals. The implication of the study had helped in forming the analysis for the coverage of the successive implementation of the operational analysis. The analysis of the current practices was done to understand the implication of the technology development in the activities. The paper would tend to form the comparison of the IT Help Desk and understand the growth of technology that has been seen with the change in the IT Help Desk Processes. 

According to Awan et al. (2015), the IT help desk has been in use for a long time as it allows the end users for getting support for one of their problems. The help desk acts as a support for the customers for getting information on their IT equipments and devices. The growth of technology and interest of people had resulted in forming the alignment of information for developing improved operational development. The improvement of the existing facilities and technologies had resulted in forming the major changes in the tools and equipments. It has resulted in developing major problems for the users to operate gadgets and equipments. The implication of the IT help desk helps in such conditions where the user is unknown to the handling of the gadget and requires an external support and help for the utilization of the device efficiently. The implication of the improved operations would allow the development of the successive activity development. The literature analysis of the topic of ‘Supporting Users: IT Help Desk’ is based on the analysis of the on-premise help desk software that had been in vogue at that time. The analysis would consider the operations, benefits and problems of implementing the on-premise help desk software (Masongsong and Damian 2016). The analysis had been done using various articles, journals, and books on the IT help desk and on-premise help desk software.

The analysis had been done for the on-premise help desk software that had been in use since a long time. Mortensen and Hazel (2014), stated that the implication of the Help Desk would also be helpful for forming the utilization of the successive strategies of the development of the operations. The management of the support activities would also be helpful for the integration of the activities favouring the growth of the service industry. For example- There are many people that have faced problems while operating any new device such as automatic room temperature controller. They are unfamiliar to the buttons and how to set the temperature. In such cases, the IT help desk play a significant role for providing information and helping the user for correctly using the device (Czegel 2015). The user would call on the helpline and the call had been diverted to an automatic on-premise help desk software voice box. The software would provide some directions and then connect the call to a professional who would listen and understand the problem of the user. The professional would provide them guidance for operating the machine successfully. The implementation of the help desk operations would also be helpful for supporting the implication of the successive operation development. The analysis would tend to form the implementation of the operations supporting the utilization of the activities favouring the implication of the effective development model (Walther et al. 2015). The analysis had also been helpful for forming the support and deployment of the successive development. The analysis would also be helpful for forming the comparison of the activities favouring the implementation of the effective operation development. 

Operation of On-Premise Help Desk Software

The implementation of the on-premise help desk software had helped the development of the operations supporting the utilization of the innovative technology and gadgets. The implication of the on-premise help desk software would allow the utilization of the technology innovation and use the improved equipments. The major benefits of implementing the on-premise help desk software are efficient working capability, smarter multitask capability, and function customization. These benefits of On-Premise Help Desk Software are explained below, 

Efficient Working Capability: As opined by James (2016), the efficient working capability is gained by implying the use of the on-premise help desk software. There are various scenarios where the office workers can get work done easily by consulting the IT help desk. The employees just need to submit their problems to the IT help desk and they get instant solution to their problems. They can get their tech fixed easily by IT help desk so that they can work faster and achieve more production. The implication of the IT help desk support would allow the employees for wasting less time in trying to solve technical problems and focus on the completion of their work. 

Smarter Multitask Capability: The on-premise help desk software is responsible for making the working environment multitasking and smarter. The IT professionals can easily prioritize the issues and categorize them by the help of the help desk (Sykes 2015). It would help them in sequencing their work in a more effective way for gaining better results. The professional had been able to analyse and decide which issues they need to work on immediately. For example- The professional are able to solve multiple issues in the network by visiting the server room and analysing the equipments there. It would not only save time but also allow the professional to solve issues of multiple equipments in a single go. 

Function Customization: The customization of the functions of help desk is a major benefit of the on-premise help desk software. The customization would allow the users for developing more effective implication of the operations (Lam and Hannah 2017). The analysis of the on-premise help desk software had brought about that the help desk ticket comprises of title and description for each of issue identified. The help desk can categorize the information in more details for allowing the user to get help on their specific operations. The implication of the activities had been helpful for the deployment of the successful utilization of the operation development. 

Benefits of the On-Premise Help Desk Software

The implication of on-premise help desk software has both positive and negative impact on the business operations. The alignment of the help desk would bring about the benefits for easing the processes of the business. However, Chunpir and Ludwig (2014) have pointed that the implication of on-premise help desk software had also brought major problems and issues for the business organization. The major issues of on-premise help desk software implementation are resource exhaustion, training requirements, and challenges of BYOD. These issues of on-premise help desk software are explained below, 

Resource Exhaustion: The implication of the on-premise help desk software had been critical for the implementation of the successive implementation of the operations favouring the implication of the operations. The exhaustion of the resource is a major factor that would form the major hindrance for the successful implementation of the resource exhaustion (Serbest et al. 2015). The analysis had shown that exhaustion of the resources like system, human, cost, and other factors. The implementation and deployment of the resources might result in forming the major hindrance for the users to exploit the system. The exhaustion of the resources would also result in delaying the implementation process.

Training Requirements: The on-premise help desk software is an improved IT system that had included the alignment of the operations for overcoming the feasibility of the development. The training is required for the project so that the staff can get the support the implication of the operations favouring the operation development (Chunpir 2016). The lack of training might result in forming the issues among the staff for implementing the successive deployment of the activities for focusing the alignment of the operations. The employees might not be able to utilize the complete functionality of the on-premise help desk software in the absence of proper training. 

Challenges of BYOD: The IT help desk users would have to face the major problem of the improved BYOD deployment. According to Akinnuwesi et al. (2014), the BYOD is the concept of employees bringing their own device at workplace for working. They would have to use the access for forming the completion of the activities. The challenges of BYOD is resulted when the professional providing support to the employees are unable to help them for managing the devices the employees have brought. The professional would require to have a detailed knowledge about the devices for supporting the problems (if any) faced by the employees while operating their devices.

Problems of the On-Premise Help Desk Software

The literature analysis had been done on the topic of contemporary practices of IT help desk and it had came to light that the on-premise help desk software had been used from the start for supporting the end users with improved facilities. The on-premise help desk software is a combine software and person for allowing the implication of the activities supporting the implication of the improved operation development. The benefits that the users had got with the implementation of the help desk are efficient working capability, working environment multitasking and smarter, and customization of the functions. These benefits had made the implication of the on-premise help desk software more effective and efficient for the business organizations. The implication of the operations would allow the management of the operations favouring the alignment of the successive development activities. However, it had resulted in the issues of resource exhaustion, training requirements, and challenges of BYOD for the IT support professionals. These issues would result in forming the major hindrance in the alignment of the operations favouring the development of the successful operation development. The analysis would also be helpful for supporting the implementation of the operations favouring the operations. 

According to Koch and Mitteregger (2016), the current practice of the IT help desk includes the deployment of cloud services for easing the alignment of the access for global users. The development of technology had reached the aspects of global operations and functions. The IT companies and organizations have been supplying their products all over the globe with the advent of e-commerce and digitization. It has become a major issue for them to provide help desk service for the customers on the other side of the globe. The implication of the IT support desk would not fulfil these requirements of the companies and hence they need improved IT help desk for their operations. The company had started the cloud help desk services for their customers so that they can implement services across the globe. The implication of the cloud help desk services would help them in easing the processes of the operations and aligning the usability of the functions of access (Gay 2016). The development of the cloud has resulted in forming three types of IT help desks for the business organizations like web help desk software, enterprise help desk software, and open source help desk. These three types of help desk support software have been explained in the following sections.

Web Help Desk Software: Morales-Ramirez, Kifetew and Perini (2017) have explained that the web based help desk works on cloud based functions namely Software as a Service and it provides best opportunity for developing the help desk based on the alignment of the activities for developing improved operational development. The application is helpful for forming the development of the improved services and operations. The web based cloud access would enable the users for remote help desk operations. The increment of the opportunities would also be helpful for the alignment of the improved operation development. The alignment of the operations had also been helpful for the development of the effective maintenance and operation. The application works as rented out form and it would also help in ensuring the alignment of the successive development model. The utilization of the help desk would also be helpful for forming the implication of the successive supports on a monthly or annual cost basis (Ma et al. 2016). The services include system maintenance, upgrade of the system, technical support, and data backup. The user who have subscribed to the web based help desk would have to access the help desk using the vendor’s website and it would also serve as the major role for the alignment of the improved operational development. The web based help desk requires very less knowledge and skill for operation as most of the work is carried out by the vendors. The data asked by the users such as tickets, queries, customer profile, and support analytics are stored on the server of the vendor. The main function of web based help desk is that it is flexible in nature and scalable in terms of functions. According to Ifinedo (2015), the company had started the cloud help desk services for their customers so that they can implement services across the globe. The implication of the cloud help desk services would help them in easing the processes of the operations and aligning the usability of the functions of access.

Enterprise Help Desk Software: According to Puthal et al. (2015), the enterprise help desk software is very helpful for the business organizations and it is best suited for the operations supporting the implementation of the effective ticketing, knowledge, and time tracker. The design of enterprise help desk software has more robust features and complex modules. The enterprise help desk software is the best help desk software solution available for the services of the business organization. The modules like account management, IT asset management, survey management, and service request fulfilment are the most optimum methods of forming the analysis of the effective and improved activity development. There are various departments that would be align with the implication of the enterprise help desk software as it is scalable in functions, addresses internal support, and targets smaller business. Larger companies comprises of different departments and the alignment of the improved operation development (Sykes 2015). The technical support and alignment activities would also be helpful for the alignment of the improved operation development. The alignment of enterprise help desk software would enable the users for getting right support and help from the operations. The help desk is suitably helpful for the alignment of the improved operation development and alignment of the improved functional development. The access of the software system is dependent on the alignment of the activities supporting the alignment of the activities favouring the alignment of the operations. Awan et al. (2015) have stated that the enterprise help desk software is helpful for the companies that have skilled personals for programming and coding operations. The enterprise help desk software would help them in improving their help desk functions beyond the addition of the plugins and simple integration level. It would assist the organization for forming the development of the operations for improving the help desk activities.

Open Source Help Desk: According to Pogarcic, Jankovic and Seturidze (2017), the open source help desk software are sometimes freely available IT help desk software that can be used by any organization for development. The open source as the name suggests are openly available software support system that would allow the users with the facility to remodify the system and use it according to their will. The developers would be able to access the source code of the software and it would also help them in implying the development of the successive implication of the operations. The implication of the open source operations would also be helpful for forming the alignment of the improved operation development. The access of the software system is dependent on the alignment of the activities supporting the alignment of the activities favouring the alignment of the operations. The open source help desk is helpful for the companies that have skilled personals for programming and coding operations (Edwards 2015). The open source help desk would help them in improving their help desk functions beyond the addition of the plugins and simple integration level. It would assist the organization for forming the development of the operations for improving the help desk activities (Hao and Helo 2017). There are a large number of open source help desk options available for the companies to choose from and some of them are Information Resource Manager (IRM), OpenPsa, jHelpdesk, Savane, and SugarCRM Open Source. The use of open source help desk would allow the leverage of the quality of the products and services.

The IT help desk has been in use for a long time as it allows the end users for getting support for one of their problems. The implementation of the on-premise help desk software had helped the development of the operations supporting the utilization of the innovative technology and gadgets. The major benefits of implementing the on-premise help desk software are efficient working capability, smarter multitask capability, and function customization. However, the implication of on-premise help desk software had also brought major problems and issues for the business organization. On the contrary currently, the company had started the cloud help desk services for their customers so that they can implement services across the globe. The development of the cloud has resulted in forming three types of IT help desks for the business organizations like web help desk software, enterprise help desk software, and open source help desk. It has made the implication of the activities supporting the development and utilization of the activities. The implication of the activities has also made the implication of the successive alignment of the operations. The development of the activities would also make the simplification of the processes and deployment of the improved activities. The on-premise help desk software and current practices of the IT help desk differ in terms of cloud access simplification of the operations. The alignment of the successive development would also be helpful for the cloud access in the IT help desk operations. The Web based operations had made the IT help desk more efficient and effective for being used. The analysis had tended for forming the utilization of the effective operational development.

Conclusion

From the literature analysis it is evident that the development of the technologies had resulted in making the IT help desk more efficient and effective. The implication of the cloud or web based technologies would help the organizations for forming the utilization of the growing technologies and it would also result in implying the development of the activities favouring the alignment of the operations. The analysis has also made it evident that the major difference between the on premise help desk and the open source/web/enterprise help desks is the advent of cloud functions. The analysis had also made the management of the successive development more evitable for being used as a cloud function. The development had also made the implication of the technology of operations based on web function. The study would help in forming a deeper analysis on the growth of IT support help desk and technology. The implication of cloud has helped in analysing the dependency of IT help desk on the factors of trending technology.  The formative literature analysis made had covered the critical impact on the growing technologies of current world. 

References – Literature

Akinnuwesi, B.A., Enikuomehin, O.A., Uzoka, F.M.E., Onwudike, O.C., Osamiluyi, A. and Aribisala, B.S., 2014. Electronic helpdesk support system in tertiary institutions in developing countries. International Journal of Computer and Information Technology, 3, pp.1280-1291.

Awan, O.A., Awan, Y.A., Fossett, J., Fossett, R., Mendelson, D. and Siegel, E.L., 2015. Patient Engagement: The Experience of the RSNA Image Share Patient Help Desk. Journal of the American College of Radiology, 12(12), pp.1289-1292.

Chunpir, H.I. and Ludwig, T., 2014. Reviewing the governance structure of end-user support in e-science infrastructures. Informatik 2014.

Chunpir, H.I., 2016, July. Prioritizing tasks using user-support-worker’s activity model (USWAM). In International Conference on Human Interface and the Management of Information (pp. 379-390). Springer, Cham.

Czegel, B., 2015. Help desk practitioner's handbook. John Wiley & Sons.

Haddara, M. and Hetlevik, T., 2016. Investigating the Effectiveness of Traditional Support Structures & Self-organizing Entities within the ERP Shakedown Phase. Procedia Computer Science, 100, pp.507-516.

Haefeli, W.E. and Seidling, H.M., 2018. Electronic decision support to promote medication safety. Bundesgesundheitsblatt, Gesundheitsforschung, Gesundheitsschutz.

James, S., 2016. IT Help Desk: Your Blueprint To Service Success, Mastering User Support & Troubleshooting Like A Genius. CreateSpace Independent Publishing.

Lam, C. and Hannah, M.A., 2017. The social help desk: Examining how Twitter is used as a technical support tool. Communication Design Quarterly Review, 4(2), pp.37-51.

Masongsong, R.P. and Damian, M.A.E., 2016. Help Desk Management System. In Proceedings of the World Congress on Engineering and Computer Science (Vol. 1).

Mortensen, K. and Hazel, S., 2014. Moving into interaction—Social practices for initiating encounters at a help desk. Journal of Pragmatics, 62, pp.46-67.

Serbest, S., Goksen, Y., Dogan, O. and Tokdemir, A., 2015. Design and Implementation of Help Desk System on the Effective Focus of Information System. Procedia Economics and Finance, 33, pp.461-467.

Sykes, T.A., 2015. SUPPORT STRUCTURES AND THEIR IMPACTS ON EMPLOYEE OUTCOMES: ALongitudinal FIELD STUDY OF AN ENTERPRISE SYSTEM IMPLEMENTATION. Issues, 11401.

Walther, S., Eden, R., Phadke, G. and Torsten, E., 2015. The role of past experience with on-premise on the confirmation of the actual system quality of on-demand enterprise systems. In Enterprise Systems. Strategic, Organizational, and Technological Dimensions (pp. 238-246). Springer, Cham.

References – Current Practice

Alharbi, N., Osman, R.B. and Wismeijer, D., 2016. Factors Influencing the Dimensional Accuracy of 3D-Printed Full-Coverage Dental Restorations Using Stereolithography Technology. The International journal of prosthodontics, 29(5), pp.503-510.

Awan, O.A., Awan, Y.A., Fossett, J., Fossett, R., Mendelson, D. and Siegel, E.L., 2015. Patient Engagement: The Experience of the RSNA Image Share Patient Help Desk. Journal of the American College of Radiology, 12(12), pp.1289-1292.

Bunnett, B., Boehme, A., Hardin, S., Arvin, S., Evans, K., Huey, P. and LaBella, C., 2016. Where did the reference desk go? Transforming staff and space to meet user needs. Journal of Access Services, 13(2), pp.66-79.

Chunpir, H.I., Ludwig, T., Badewi, A. and Center, G.C.C., 2014. A snap-shot of user support services in Earth System Grid Federation (ESGF): A use case of climate cyber-infrastructures. Advances in The Human Side of Service Engineering, 1, pp.166-182.

Edwards, H.K., 2015. Post-implementation management in large-scale management information systems: Changes, incident reports, help desk calls, and business process. International Journal of Business and Information, 3(2).

Gay, G.H., 2016. An assessment of online instructor e-learning readiness before, during, and after course delivery. Journal of Computing in Higher Education, 28(2), pp.199-220.

Hao, Y. and Helo, P., 2017. The role of wearable devices in meeting the needs of cloud manufacturing: A case study. Robotics and Computer-Integrated Manufacturing, 45, pp.168-179.

Ifinedo, P., 2015, May. Effects of Organizational Citizenship Behavior and Social Cognitive Factors on Employees' Non-Malicious Counterproductive Computer Security Behaviors: An Empirical Analysis. In CONF-IRM (p. 36).

Koch, S. and Mitteregger, K., 2016. Linking customisation of ERP systems to support effort: an empirical study. Enterprise Information Systems, 10(1), pp.81-107.

Ma, M., Fallavollita, P., Habert, S., Weidert, S. and Navab, N., 2016. Device-and system-independent personal touchless user interface for operating rooms: One personal UI to control all displays in an operating room. International journal of computer assisted radiology and surgery, 11(6), pp.853-861.

Morales-Ramirez, I., Kifetew, F.M. and Perini, A., 2017, June. Analysis of Online Discussions in Support of Requirements Discovery. In International Conference on Advanced Information Systems Engineering (pp. 159-174). Springer, Cham.

Pogarcic, I., Jankovic, S.R. and Seturidze, R., 2017. How Does the Help Desk Quality Improve Customer Satisfaction?. Athens Journal of Mass Media and Communications, 3(4), p.343.

Puthal, D., Sahoo, B.P.S., Mishra, S. and Swain, S., 2015, January. Cloud computing features, issues, and challenges: a big picture. In Computational Intelligence and Networks (CINE), 2015 International Conference on (pp. 116-123). IEEE.

Sykes, T.A., 2015. SUPPORT STRUCTURES AND THEIR IMPACTS ON EMPLOYEE OUTCOMES: ALongitudinal FIELD STUDY OF AN ENTERPRISE SYSTEM IMPLEMENTATION. Issues, 11401.

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