Análisis del impacto del HELP DESK en los procesos del departamento de soporte técnico en una organización.

Abstract

In this thesis the impact generated within an organization implementing a Help Desk application will be analyzed. After getting to know the users perception regarding the service received by the technical area in charged and having analyzed the data incidents that occur daily, we will examine and choose which tool best suited the needs of the organization after its implementing to analyze the process improvement it provides, mainly the time response the performance of the technical support area and the final user satisfaction.