Relieving the Overloaded Help Desk: A Knowledge Management Approach

Nelson K. Y. Leung · Sim Kim Lau

11 citations0/0 files storedCommunications of the IIMA

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Knowledge Management and Sharing Knowledge Management and Technology E-Learning and Knowledge Management

Abstract

The establishment of an organizational help desk (HD) is to provide technical support to users when they encounter technical problems related to hardware, software and network connections. Due to the lack of resources, users often have to wait for a considerably long time before their enquiries and problems are answered and solved. This paper discusses the background of HD and its existing challenges. The application of Knowledge Management (KM) techniques and Knowledge Management System (KMS) enables HD to manage its knowledge effectively. In addition, the combination is capable of relieving the overloaded HD by shifting some of the troubleshooting responsibilities to users.

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References

1997The Knowledge-creating company: How Japanese companies create the dynamics of innovation 2000SECI, Ba and Leadership: a Unified Model of Dynamic Knowledge Creation 1997Decision support systems and intelligent systems 2001The role of tacit and explicit knowledge in the workplace 2002Managing effective knowledge transfer: an integrative framework and some practice implications 1997Knowledge Management: An Introduction and Perspective 2000A critical review of knowledge management as a management tool 2000Knowledge capabilities as the focus of organisational development and strategy

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