Help Desk

Staff, either within the organisation IT Department or based at a hardware/software supplier, who are responsible for assisting non-technical staff in the use of computer systems, and resolving problems which may arise. Staffing a Help Desk is an ulcerous job and many Help Desks perform superbly, but... The telephone lines of external Help Desks are frequently engaged and if/when contact is finally made, users will discover that many Help Desk staff are undoubted experts in negotiating the very small print contained in contracts and warranty agreements. (See also Hose and Close).