The web based helpdesk should form a departmental Intranet site with links out to all the major documentation so that can be held centrally (or at least accessible from one place). This can be particularly important when staff change or are on leave.

The web browser access to the helpdesk  means that a technician may access the call logs to update or receive new work from any where on the network. With remote dial up access or VPN access over the Internet they may also gain access when at remote sites, at home or even on the move.

There really is no other viable alternative as a platform for IT support. When selecting your IT support solution make sure that there is the potential to link to all the information and services that you require to be at your disposal.

Traditionally helpdesk were the domain of the customer call centre as few other departments could justify the budget expenditure. 

The innovations in IT and reduced costs of hardware and software have lead to more and more computer services moving away from the bureau and coming in house. This required internal management of critical systems. As the management of IT departments became more complex and demands for scarce IT resources increased it became more evident that management systems were required to ensure computer services were kept at maximum operating potential. The helpdesk is one of the key management systems that help insure resources are used efficiently and  work priorities are managed.

It makes sense that the helpdesk compliments the other network management functions of an IT department. The use of web based software for network and security monitoring, remote management, auditing of hardware and software, management of equipment loans, stocks of spares and consumables as well as a help desk call management service creates a formidable set of tools to help manage the service.

One of the over riding benefits of the web based helpdesk is the ability to provide self help to the end user from their browser.  A  simple link from the company Intranet provides the opportunity for Frequently Asked Questions (FAQ's) to be posted to reduce the work coming in and the opportunity for end users to log and track their own calls, reducing interruptions and work load. This also helps achieve a situation were calls logged matches the work being done. Technicians receive fewer requests when on another call, during their lunch break or when try to get on with a long term project that never seams to get off the ground.