Also, help-desk procedures should have a “research” step, queries into existing data, preferably at gatekeeping point as well as during resolution.

Be that as it may, the on-line form is a good approach for one aspect of the issue. But we also need to assume trainability and intelligence, not robot-like reactions, on the part of help-desk ...

GDIT started work with the VA last year to transition its help desk environment from a staff augmentation model toward a managed services approach, through which the onus is largely on the ...