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For some computer users, contacting a technical support help desk is an exercise in frustration. Despite the complete lack of any formal martial arts training, these experiences usually end up with them putting their heads through the monitor of their PC. And the gravity of the situation is punctuated not by the focused and disciplined cry of a karate "hai-ya!," but rather with a loud expletive about someone's mother.

We hear and read a lot about the need for post-purchase customer service and support for retail IT products, but we rarely stop to consider the need for quality internal, corporate end-user support. Unlike software packages with a central focus — anti-virus solutions, office productivity suites, graphic design tools — multi-discipline and multi-module corporate systems such as ERPs and intranets involve so many different groups that it becomes difficult for a centralized help desk to provide all the necessary answers to users' problems.

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The diversity of these types of corporate-wide solutions adds an extra layer of complexity to running an internal help desk because it forces the help desk personnel to be Jack-of-all-trades troubleshooters. Although users are supported by their immediate intranet sub-site representatives when it comes to issues of system functionality, bug fixes, and feature additions, who do they call for immediate technical assistance? And how does IT provide support for multi-disciplinary systems like corporate intranets?

Getting to Know You

I've dealt with many technical support personnel over the years; sometimes on behalf of clients, sometimes for myself, and sometimes to satisfy my journalistic curiosity. One thing I've noticed, to the surprise of no one, is that there's a wide divergence in the quality of this support, which ranges from amazingly impressive to downright comical. Unfortunately, to the frustration of technology users, the trend seems to be gravitating towards the latter.

If users actually manage to survive the 30-minute on-hold Muzak montage of '80s easy listening tunes and reach a live technician, they're either told to take a scorched-earth approach or are transferred to someone else — and eventually disconnected by "accident." Taking examples from my own experience, many of my clients who contacted their PC manufacturer with problems were often told to completely reformat their PC when a simple roll back to a system restore point would have solved the problem.

The majority of front-line support is not meant to solve complex problems. Front-line help desk technicians are often only able to address basic issues such as software installation problems or answering functionality questions. Their troubleshooting procedures involve little more than looking up their company's knowledge base. If users have more complicated problems requiring some real digging they will have to pay big time for it. But this is the reality of technical support. Companies can't afford to keep specialized technicians as front-line support.

Internal, corporate help desks operate in much the same manner but, unlike commercial customer service, a relationship often forms between users and technicians because of proximity; both parties work in the same organization and the help desk's active roster is usually the same few technicians. This can prove to be both beneficial and impractical.

It definitely helps ease user anxiety — especially in those who are not too technically inclined — when they deal with a technician with whom they're familiar and have a positive history. But this might result in users bypassing official help desk procedures in order to directly contact a particular technician, creating an unbalanced workload for some. The answer to this is to provide multiple avenues of support, and to create a more structured approach to corporate help desks.

End-User Support Methods

Most small organizations don't have much need for a formal internal help desk; they probably can't afford to staff a full-time help desk anyway. Support is usually obtained directly from software makers (in the case of commercial software) or from developers (in the case of in-house software). Large organizations with employees in the thousands, however, need to maintain a technical support help desk to handle user-side problems with:

• commercial software
• in-house developed systems
• computer hardware and peripherals
• network and infrastructure

Corporate end-user support and resources come in many different forms. The effectiveness of each depends on users' own technical expertise and self-sufficiency, their state of mind and ability to focus during a problem, and their access to troubleshooting resources. Technology experts with a high level of self-reliance such as engineers, for example, will most likely be able to analyze a problem and determine what needs to be done to fix it by relying on their own expertise or reading through documentation. They're perfectly comfortable handling technology related problems on their own and are only limited in their ability to troubleshoot by the access restrictions imposed by IT (IT administrators need to restrict which users, regardless of their technical proficiency, are able to do in order to prevent trial-and-error problem solving that can worsening the problem).

Since technology is a source of stress for many users, those who are less technically inclined or are easily flustered with technology often prefer live support. In these cases, a user's state of mind can prevent them from thinking clearly, diminishing their problem solving abilities. Trying to focus on lengthy written troubleshooting documentation will be next to impossible. They need interaction with a live and objective person to take them out of their current situation.

Examples of Common End-User Support Types
Live - Synchronous	Live - Asynchronous	Canned
Telephone Online Chat/IM Remote access In person	E-mail Discussion groups	Web site FAQs Documentation

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