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Helpdesk and incident reporting auditing
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 exist so that only authorized staff can archive the users’ entries. It also determine if there are sufficient controls to escalate issues according to priority.
== Types of help desks ==
The management and support of IT assets is essential for all businesses. Help desks are now fundamental and key aspects of good business service and operation. Through the help desk, problems are reported, managed and then appropriately resolved in a timely manner. Help desks can provide both internal and external users the ability to ask questions and receive effective answers. Moreover, help desks can help the organization run smoothly and improve the quality of the support it offers to the users.
*Traditional - Help desks have been traditionally used as call centers. Telephone support was the main medium used until the advent of Internet. Although telephone support has worked effectively and is still being used today, it has a number of weaknesses. For example, it is frustrating for customers to be put on hold or navigate automated phone answering messages.
*Internet - The advent of the Internet has provided the opportunity for potential and existing customers to communicate with suppliers directly and to review and buy their services online. Customers can email their problems without being put on hold over the phone. One of the largest advantages Internet help desks have over call centers are that it is available 24/7. This is extremely important in today’s global business world where customers and staff members may be in different time zones.
抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』
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