The Information Age and the Help Desk

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  • 1. The Information Age and the Help Desk
    By Ernestine Phelps
    Eng1105
    Technical Communications
  • 2. The Wire Age-1844
    The Telephone
    One of the first inventions to jumpstart the Information Age
  • 3. The Wireless Age-1897
    The Telegraph
  • 4. The Integrated Age-Ongoing
  • 5. Information Age“…the increasing emphasis on the production, storage, and distribution of information as it’s major activity.” (Dizard 2)
    The search engine Google consists of rooms of servers where information is stored for anyone who is willing to search through their search portal
  • 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)
  • 7. Project America provides data showing the steady increase in homes with computers and homes with internet access from 1998-2007
    “Fig. 1. Percentage of Computers and Internet Access for US Households 1998-2007, Project America. http://www.project.org/info.php?recordID=15.”
  • 8. Help DeskA customer service center established to assist customers with problematic devices
  • 9. Problems + Help Desk=Solutions
    Blue Screen of Death
    Computer Frozen Up
    Cannot Connect to Internet
    Setting Up E-mail Client
  • 10. Help Desks provide assistance
  • Help Desk Qualities?
    • People Skills
    • 14. Problem Solving
    Skills
    • Listening Skills
    • 15. Level of Knowledge
  • Outsourcing Help Desks?
    Pros
    • Cost effective
    • 16. Need based
    experienced
    Cons
    • No long-term
    employees
    • Inexperienced
    employees
    • Lack of focus for
    company
  • 17. SUMMARY
  • 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>.