What would happen if our regular help desk integrated with social networking platforms like Facebook, Twitter, Google Docs, etc. Would it be possible? Will it be useful? Will it increase the load on the help desk or reduce it? Will it help the end user or hamper him?
ITIL itself defines the help desk as a “single point of contact”. Social networking talks about collaboration – multiple points of contact. Aren’t they really paradoxical?
Let’s look at how organizations function. They have multiple end users, an IT department with a support team  …

HDI Announces the 2009 Annual Practices & Salary Report, Presents an Overall Look at the State of the IT Support Industry

HDI, the world’s largest membership association for help desk and IT service and support professionals and the premier certification body for the industry, today announced the 2009 Annual Practices & Salary Report, a comprehensive study that presents an overall look at the state of the IT support industry. The report shows that the technical support industry is working hard to maintain its commitment to the service and support of end-users …

Every organization/company/government/NGO/college/university/church/one-man-shop/SMB/Enterprise/Fortune 500/Inc 5000 needs a help desk. It is universal. It surpasses all boundaries and languages. People world over need a help desk. In one form or another.
So I write this post under the assumption that you have grown out of the email help desk system. In case you are wondering what that is – when you use MS Outlook or Gmail to access all your mails from your users, that is called an email help desk system. And if you are really wondering that and said, “Hey, I …