This presentation is designed to enable the help desk practitioner to understand how the dynamics and technicalities within help desk operations combine to meet customer expectations and improve service quality. A key objective for all successful help desk operations is to establish and maintain a high quality of customer service which will result in an acceptable level of customer satisfaction. This component consists of a presentation which takes you step by step through the help desk management process considering all of the issues that form part of achieving your overall goals and objectives.