The Information Age and the Help Desk
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Transcript of The Information Age and the Help Desk
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THE INFORMATION AGE AND THE HELP DESK
By Ernestine PhelpsEng1105Technical Communications
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The Wire Age-1844
The Telephone
One of the first inventions to jumpstart the Information Age
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The Wireless Age-1897
The Telegraph
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The Integrated Age-Ongoing
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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
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“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)
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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.”
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Help DeskA customer service center established to assist
customers with problematic devices
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Problems + Help Desk=
Solutions
Blue Screen of Death
Computer Frozen Up
Cannot Connect to Internet
Setting Up E-mail Client
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Help Desks provide assistance
Web based chat
Telephone Call Center
Remote Access
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Help Desk Qualities?
People Skills
Problem Solving
Skills
Listening Skills
Level of Knowledge
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Outsourcing Help Desks?
Pros
Cost effective
Need based
experienced
ConsNo long-term
employees
Inexperienced
employees
Lack of focus for
company
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SUMMARY
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Works Cited
Dizard, 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>.