A re-distributed knowledge management framework in help desk

In the past two decades, the widespread application of Information Technology (IT) has resulted in majority of organizational activities being automated and computerized. In order to solve business problems, gain competitive advantage and sustain organizational improvement, organizations have been investing heavily in IT and business information systems development. Consequently, the complexity of business systems has created an infinite number of technical and functional problems. This complexity also means that users are not able to work at optimal productivity when they encounter technical problems related to the system. Organization may face potential loss in income, whether direct or indirect, immediate or in the future. Help Desks (HD) were established to provide technical support to users when they encounter technical problems related to hardware, software, application programs and network connections.