Looking to add key security features to its new Customer Relationship Management (CRM) product, Microsoft has inked a deal with Network Associates to marry a customer help-desk system with its CRM software. Microsoft CRM, which targets midmarket enterprise customers, will now be integrated with Network Associates' Magic Solutions HelpDesk IQ, a single-software system gives help-desk staff access to customer information, service requests, e-mail, and a variety of specialized functions.

When the phone stops ringing, we may find time to reflect on the position of the help desk in the organization and its continuing contribution to an organization's success. Position and contribution are at the heart of budgeting, adjusting resources, and prioritizing customer calls. We know that the help desk that allows itself to function on the periphery of the business will probably not achieve its full potential and consequently will have difficulty identifying a contribution, let alone documenting it. To start we must identify appropriate measures. The precise nature of the contributions frequently eludes help desks that measure their success by the simple metrics, such as average calls closed per day or average time per call. We must not ignore call content and trends. Statistics should be compiled that indicate the customer perception of our support and the value of the support provided.

Help Desk titles are available for the following topics: Computer User Support Support Services Skills Help Desk Concepts Help Desk Technology Tools and Techniques Troubleshooting and Problem Solving Let us help your students succeed: Provides extensive end-of-chapter exercises and case studies that feature real-world issues and challenges Reflects the latest technologies and trends as well as the relevance of the field in a business environment Enhance technical skills with soft skills essential for Support Services and support Provides tips that not only enable students to find and keep jobs, but also help them achieve job satisfaction

This is actually my sixth article documenting Servlet API updates for JavaWorld. I intend these articles to serve two purposes: in the short term, to introduce you to the new features and, in the long term, to act as a historical compendium of changes, so when you find yourself coding against a past Servlet API version, you can determine exactly what features and behavior you can and can't depend on. Check Resources for my previous servlet articles.

Your company may be growing, but the IT group isn't. There are double the number of desktop systems at your facility than there were five years ago, as well as a proliferation of notebooks, BlackBerries and other edge-computing devices. You've just added a dozen new application and file servers, and are planning on more in the next six months. Yet you have the same team you did before that growth spurt. You've cut some corners, and are using some tools for automated patch distribution and password resets, but really haven't looked into other ways of improving your processes.

The term help desk?refers to a company's arrangement for handling service requests. The help desk is the center of that process; the place where communications with customers, and transfer of information and knowledge to them occurs. The help desk functions as the first point of contact for customers, no matter where they are in the world.

Developing software in-house involves a long-term commitment in terms of time and money from developers that already have too much to do and not enough time to do it. If a company decides to purchase software, the company enters into a business relationship with a vendor and can spend thousands of dollars to purchase a license and them to customize and install the software. The decision of whether to build or buy a Help Desk software system is a very important one. In particular, small to medium sized businesses often face the tough decision of whether it is better to purchase help desk software or develop it in-house. Advantages of building can include lower cost, a thorough understanding of how the system works, and the lack of a training requirement for IT support, since the system was built in-house.

Not all help desk software is equal - some is more advanced, some is less advanced, and some has all the bells and whistles. What's important for the buyer is to make sure which products can deliver an interface that works with existing systems.

It is no secret that the pressure is on as far as help desks are concerned. Growing product lines, products that are only on the market for a short while, keeping a help desk updated and current on all of the multitudinous varieties of problems that can occur is nearly impossible. Most of the high tech products that are currently being marketed have been available for less than a year. That statistic alone successfully illustrates the difficulties that help desks are facing, not even taking into account the increasing complexity of those products.

Like it or not, the role of the call center agent is changing rapidly. Several years ago, call center agents were involved with and responsible for just one particular process or product. Call center agents must be multi-talented and multi-task oriented to perform adequately in today's business environment, because they will be called upon to perform a variety of functions from problem solving, to sales, to conflict resolution.