University of Wollongong Research Online Faculty of Commerce - Papers (Archive) Faculty of Business and Law 1-1-2005 Knowledge management in Information Technology Help Desk: past, present and future Kar Yin Leung University of Wollongong,
[email protected] Sim K. Lau University of Wollongong,
[email protected] Follow this and additional works at: https://ro.uow.edu.au/commpapers Part of the Business Commons, and the Social and Behavioral Sciences Commons Recommended Citation Leung, Kar Yin and Lau, Sim K.: Knowledge management in Information Technology Help Desk: past, present and future 2005, 538-545. https://ro.uow.edu.au/commpapers/1580 Research Online is the open access institutional repository for the University of Wollongong. For further information contact the UOW Library:
[email protected] Knowledge management in Information Technology Help Desk: past, present and future Abstract Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer before help desk staff is available to offer assistance. This paper describes the contribution of knowledge management in retaining knowledge and solving “knowledge leaking” problem.