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Essay / Research Paper Abstract
A 5 page paper telling the story of how one military Help Desk was able to improve performance and morale, while at the same time increasing the Help Desk’s value for all users. The product chosen was Microsoft’s Remedy Help Desk. Bibliography lists - sources.
Page Count:
5 pages (~225 words per page)
File: CC6_KSitHelpDsk.rtf
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Unformatted sample text from the term paper:
has been said that "a system without good documentation is worthless." Though in an IT setting the word "system" generally refers to the larger information system, it also refers
to those subsystems that collectively form the whole. In this sense, the Help Desk operation is a system as well. In the
communication and information office of the Air Force Special Operations Command, our 3-person Help Desk staff supported approximately 150 computer users. Every day was a new one, and in
literal terms: two of the Help Desk workers had very little computer experience, and none of the three documented what they did in response to calls for help.
Of course the result of this was that new people joining the Help Desk were unable to learn any more about the position than current personnel could tell them.
The personnel who had learned much and then moved on of course took all that they learned with them. Management Issues Of course
these individuals were not programmers, but the problem that grew out of the inexperience and lack of documentation is one that programmers and their managers have battled from the beginning.
Every programmer approaches tasks differently. A dozen programmers can be given the same assignment and produce code that provides desired results, yet employ widely varying techniques. If
the specific programmer responsible for designing and building a specific system never leaves for another organization, never takes a business day off, never retires and never dies, then s/he will
be available to make any changes needed or repair any problems that arise with the programs operation. If there is any chance that someone else will need to enter
...