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Help desk and incident reporting auditing is an examination of the controls within the help desk operations. The audit process collects and evaluates evidence of an organization's help desk and incident reporting practices, and operations. The audit ensures that all problems reported by users have been adequately documented and that controls ...
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1]Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management, and the two terms are sometimes used interchangeably.
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [ 2 ] studied the value of an organization's help desks.
Mobile users, physically away from the corporate network, who forgot their PC's login password. Passwords cached by the operating system or browser, which might continue to be offered to servers after a password change that was initiated on another computer (help desk, password management web server, etc.) and therefore trigger an intruder lockout.
A virtual help desk allows IT support organizations to virtually deploy IT technicians on demand to support a computer user experiencing technical issues. IT can efficiently manage and allocate global help desk resources, including – most importantly – its personnel, to access any computer to provide support despite the end user or IT rep location.