Technical user support provided by help desk and network administration has increased in complexity over the past several years due in part to the intensified technical capability of the computing resources, coupled with progressive user sophistication. These increased technical capabilities have caused an acceleration in the number and complexity of service requests to help desks. Accordingly, requests have become more technically diverse and challenging. dnc corp applies proven management techniques and skills to establish and operate the help desks. To improve the support provided, our approach includes the following:

• Focus on the customer to correctly identify user needs and requirements
• Promote user self-sufficiency
• Continuously expand and improve the technical knowledge base
• Provide timely assistance and problem resolution
• Ensure quality assurance and control