The Information Age and the Help Desk

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The Information Age and the Help Desk

  1. 1. The Information Age and the Help Desk<br />By Ernestine Phelps<br />Eng1105<br />Technical Communications<br />
  2. 2. The Wire Age-1844<br />The Telephone<br />One of the first inventions to jumpstart the Information Age <br />
  3. 3. The Wireless Age-1897<br />The Telegraph<br />
  4. 4. The Integrated Age-Ongoing<br />
  5. 5. Information Age“…the increasing emphasis on the production, storage, and distribution of information as it’s major activity.” (Dizard 2)<br />The search engine Google consists of rooms of servers where information is stored for anyone who is willing to search through their search portal<br />
  6. 6. “The computer’s ability to provide low-cost, high-speed processing and transmission of digital data will transform the conventional communication devices in our homes and offices. (Gates 23)<br />
  7. 7. Project America provides data showing the steady increase in homes with computers and homes with internet access from 1998-2007<br />“Fig. 1. Percentage of Computers and Internet Access for US Households 1998-2007, Project America. http://www.project.org/info.php?recordID=15.”<br />
  8. 8. Help DeskA customer service center established to assist customers with problematic devices<br />
  9. 9. Problems + Help Desk=Solutions<br />Blue Screen of Death<br />Computer Frozen Up<br />Cannot Connect to Internet<br />Setting Up E-mail Client<br />
  10. 10. Help Desks provide assistance<br /><ul><li>Web based chat
  11. 11. E-mail
  12. 12. Telephone Call Center
  13. 13. Remote Access</li></li></ul><li>Help Desk Qualities?<br /><ul><li>People Skills
  14. 14. Problem Solving </li></ul> Skills<br /><ul><li>Listening Skills
  15. 15. Level of Knowledge</li></li></ul><li>Outsourcing Help Desks?<br />Pros<br /><ul><li>Cost effective
  16. 16. Need based </li></ul> experienced<br />Cons<br /><ul><li>No long-term </li></ul> employees<br /><ul><li>Inexperienced </li></ul>employees<br /><ul><li>Lack of focus for </li></ul> company<br />
  17. 17. SUMMARY<br />
  18. 18. Works CitedDizard, Jr., Wilson P. The Coming Information Age, An Overview of Technology, Economics, and Politics. New York: Longman Inc., 1982.Gates, Bill. Business at the Speed of Thought. New York: Warner Books, Inc., 1999.Gates, Bill. The Road Ahead. New York: Penquin Books, 1996.Leigh Business Enterprises Ltd. 31 August 2010. 31 August 2010 <http://www.helpdesk- system.com/>.Thornberry, Suzanne. Members discuss the pros and cons of outsourcing. 10 September 2010. 31 August 2010 <http://articles.techrepublic.com.com/5100-10878_11- 1054529.html>. <br />

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