Here’s a question for anyone out there -should the help desk for a large corp. also provide “customer service” to the users, i.e., follow up calls, touching base, etc.?? We’ve had several disagreements around here lately on this topic, and I am wondering what others think. Some of us feel that the help desk should provide that extra touch, while others insist we are primarily “ticket takers” who resolve what we can then pass it on without a second thought. My question is, doesn’t that then reflect poorly on the desk? Since we most likely had the last contact with the user, wouldn’t it be better for us to provide updates and keep in contact until the issue is closed? Any thoughts and/or comments would be welcome.
