IT Help Desk in SEMS Company

Significance of IT Help Desk in SMEs

Hypothesis

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Null Hypothesis 1: The adoption of an IT help desk has a negative relationship with SME’s operational costs

Alternative Hypothesis 2: The adoption of an IT help desk has a positive relationship with SME’s operational costs

Null Hypothesis 2: The adoption of an IT help desk has a negative correlation with SME’s productivity and profitability

Alternative Hypothesis 2: The adoption of an IT help desk has a positive correlation with SME’s productivity and profitability

Null Hypothesis 3: The use of an IT help desk increases workforce requirements in SMEs

Alternative Hypothesis 3: The use of an IT help desk decreases workforce requirements in SMEs

Annotated Bibliography

Ali, S., Miah, S. J., & Khan, S. (2017). Analysis of interaction between business intelligence and SMEs: Learn from each other. JISTEM-Journal of Information Systems and Technology Management, 14(2), 151-168.https://www.scielo.br/scielo.php?script=sci_arttext&pid=S1807-17752017000200151

Business intelligence (BI) can offer immense insights into SME learning. Information systems are central to the collection of information for BI. Ali et al. (2017) explored how BI can contribute to learning in SMEs. Through a qualitative literature review of forty-three articles, the researchers found that enhancing learning capabilities and innovation in BI can improve the performance of SMEs. This study offers insights into the role of BI in decision-making. Investing in BI tools can enable SMEs to better leverage opportunities in their operating environment. Setting up IT help desks to collect information can contribute towards informed decision making. However, the research fails to operationalize the concepts through a case study or an application model.

Asgary, A., Ozdemir, A. I., &Özyürek, H. (2020). Small and Medium Enterprises and Global Risks: Evidence from Manufacturing SMEs in Turkey. International Journal of Disaster Risk Science, 11(1), 59-73.https://doi.org/10.1007/s13753-020-00247-0

SMEs face many risks in their operating environment. This study explored how country-specific circumstances affect SMEs’ risk assessments. Through an online survey, Asgary et al. (2020) collected data on the risk perception of SMEs in the Turkish manufacturing sector. The researchers found economic and geopolitical risks pertinent to the risk planning of Turkish SMEs, while environmental issues were less pertinent. This study shows the importance of data collection for risk assessment in SMEs. However, the study was limited to the manufacturing sector in turkey; therefore, its findings may not apply to other areas. Despite these limitations, the research shows that having a data center and an IT help desk can help small businesses collect data on current and potential risks, such as cyber-attacks.

Bharati, P., & Chaudhury, A. (2015). SMEs and competitiveness: The role of information systems. Bharati, P. and Chaudhury, A.(2009),“SMEs and Competitiveness: The Role of Information Systems,” International Journal of E-Business Research, 5(1). Available at SSRN: https://ssrn.com/abstract=2586729

Information systems are critical to innovativeness in SMEs. Bharati&Chaudhury (2015) conducted an exploratory literature review on the state of innovation in SMEs. The researchers established that information systems drive innovation in SMEs in areas such as ecommerce, R&D, and marketing. Unlike large firms that enjoy economies of scale, SMEs have to be agile and innovate to succeed. Information is critical in decision-making for competitiveness in SMEs. This study reinforces the points on the importance of information systems highlighted previously. SMEs should invest in IS to drive growth and mitigate macrolevel risks.

Cappuccio, S., Kulkarni, S., Sohail, M., Haider, M., & Wang, X. (2012). Social CRM for SMEs: current tools and strategy. In International Conference on E-business Technology and Strategy (pp. 422-435). Springer, Berlin, Heidelberg.DOI: 10.1007/978-3-642-34447-3_38

Social media has changed information gathering in SMEs. Companies have to contend with massive amounts of information from social media and analyze it to inform their business decisions. Through an exploratory report, Cappuccio et al. (2012) examined how this shift in the information dynamic has affected CRM for SMEs. The authors posited that social media has led to the emergence of social CRM as companies have to change how they collect information to build brand reputation and boost sales. The researchers presented a social CRM model and used a case study to show the effectiveness of these tools. This report presents the unique facet of social CRM, a departure from the traditional one-to-one marketing model. In today’s age of social networking, leveraging the web to gather customer information presents a unique advantage to CRM. Therefore, implementing an IT help desk should factor the role of social CRM in driving growth in SMEs.

Fourie, L. (2015). Customer satisfaction: A key to survival for SMEs?.Problems and Perspectives in Management,13(3), 181-188.https://www.researchgate.net/publication/325954534_Customer_satisfaction_A_key_to_survival_for_SMEs

Customer satisfaction is key to the growth and success of SMEs. Thus, small companies should have the means of measuring customer satisfaction to inform their decision-making. Fourie (2015) conducted a survey of South African SMEs to determine how they collect data on customer satisfaction. From 105 responses, the researcher established that customer satisfaction was essential to SMEs, and business owners should invest in gathering customer feedback. This study underlines the importance of customer feedback in decision making. However, the study does not show the importance and prevalence of collecting customer satisfaction data outside South Africa. SMEs should invest in information desks to collect customer feedback to improve service delivery and decision-making.

Küller, P., Vogt, M.,Hertweck, D.,& Grabowski, M. (2012). IT service management for small and medium-sized enterprises: A domain-specific approach. Journal of Innovation Management in Small & Medium Enterprises. DOI: 10.5171/2012.475633.

IT help desks are a form of IT service management (ITSM) in an organization. Küller et al. (2012) explored how IT can be supported in SMEs to leverage its potential and mitigate inherent threats. In its current design, ITSM provides wholesale solutions for business needs. Küller et al. examined how these solutions can be tailored to SME needs to enable the firms to leverage the benefits of IT. They used a multi-method analysis that involves qualitative exploration, quantitative analysis, and triangulation. The researchers used 160 surveys and 24 case studies of SMEs in Europe to collect data on the requirements and problems of ITSM applications for SMEs. Küller et al.’s comprehensive research established the ADOit as a useful ITSM application for SMEs due to its useability and architecture. The limitation is that the proposed solution was still in the development stage at the time of the research; thus, its universal applicability in different contexts could not be determined. Further research on the tool is needed before it can be recommended as the ultimate SME ITSM application. However, the ADOit could provide a useful solution for virtual IT help desks.

Ndiege, J. R. A., Wayi, N., &Herselman, M. E. (2012). Quality assessment of information systems in SMEs: A study of Eldoret, Kenya. The Electronic Journal of Information Systems in Developing Countries, 51(1), 1-23.DOI: 10.1002/j.1681-4835.2012.tb00359.x

Information systems (IS) are becoming increasingly crucial in SMEs due to their potential in improving operational efficiency and productivity. However, the quality of the IS can undermine the effectiveness of the IS. Ndiege et al. (2012) explored quality in IS and the potential ramifications on business performance. Using qualitative research and case studies of seven SMEs in Kenya, the researchers established that low quality IS significantly hinder business performance. This research provides insights into the fundamental requirements of a robust IS system and support desk. However, the study was conducted in Kenya: thus, the applicability of findings to other geographical regions is limited. While these findings can be extrapolated to the current research, they should first be checked for geographical relevance.

Okello-Obura, C., & Matovu, J. (2011). SMEs and business information provision strategies: Analytical perspective. Library philosophy and practice, 1.ISSN 1522-0222

Information provision is critical to the development of SMEs as it facilitates business transactions and processes. Okello-Obura&Matovu (2011) note that there are glaring gaps in the provision of information to SMEs. Through a qualitative literature review, the researchers traced the gaps in information access in SMEs to informational short-circuits between government and research institutions and SMEs. Thus, information provision and access are critical to the success of SMEs. The study provides a practical paradigm for information access in SMEs. However, this model focuses on developing countries; hence its applicability to other contexts is unknown. The challenges in information access presented in this paper can be factored into the design of IT information centers in SMEs.

Pomffyová, M., &Bartková, L. (2016). Take advantage of information systems to increase competitiveness in SMEs. Procedia Social and Behavioral Sciences, 220, 346-354.doi: 10.1016/j.sbspro.2016.05.508

Pomffyová&Bartková (2016) explored the use of information systems in SMEs in Slovakia. In a comparative study of seventy-nine types of SMEs, the researchers established that business managers use information technology tools for marketing, competitive intelligence, and business intelligence. The information collected by these systems is then used in executive decision-making. The researchers found a direct correlation between the rate of information gathering and business success in all three areas. This study is useful in helping to categorize information collected by IT help desks. However, geographical context is again an issue as the research was conducted in Slovakia. Mitigating for the geographical limitations, the findings of this study are useful in designing IT support frameworks in SMEs.

Scuotto, V., Del Giudice, M., &Carayannis, E. G. (2017). The effect of social networking sites and absorptive capacity on SMES’innovation performance. The Journal of Technology Transfer, 42(2), 409-424. DOI 10.1007/s10961-016-9517-0

In a world where social networking has become the norm, SMEs have to leverage social media to drive knowledge and growth. In their paper, Scuotto et al. (2017) surmised that the emergence of social media as a significant influencer of business performance has led to the emergence of digital ecosystems. Through a systematic literature review and analytical modeling, the researchers established that social networks provide information that can be used to inform business decision-making. By creating tools to tap this information, SMEs can make strategic decisions and gain competitive advantage. This paper supports the premise that information system support centers are critical to effective information gathering for successful decision-making in SMEs. Although the methodology is complex, the quantitative analysis provides empirical support to the hypothesis.

Population and Sampling

The target population for this study includes SMEs located in Fairfax County, Virginia. Fairfax County was selected because of the proximity of the SMEs, which will facilitate inexpensive access to information. The US International Trade Commission and the Small Business Administration define an SME as an organization with less than 500 US-based employees (USITC, 2015). However, this study will focus on SMEs with 50 to 350 employees to limit the scope of inclusion. Further, the study will only include SMEs under the Limited Liability Company (LLC) corporate structure. The choice is based on the need to review the financial performance of these companies based on their public accountability. Only for-profit companies will be included in the study to ensure the testing of the relationship between the adoption of an IT help desk and profitability. Random sampling will be used in which the participants will be selected after public advertisements.

Ethical Issues

Ethics remains the cornerstone of accomplishing meaningful and practical research. Although quantitative investigations do not involve complex ethical issues, it is worth noting the safeguards that will be applied. The first principle entails consent, which comprises of voluntariness and information (Terry &Amudalat, 2018). Theselection of the participants will be based on their voluntary accession to participate in the investigation. The participants have a right to exercise their choice without the involvement of force, duress, deceit, or fraud, or any other form of coercion (Fleming &Zegwaard, 2018). The participants will receive an information sheet and informed consent form after agreeing to participate. The effort will ensure the provision of adequate information about roles and responsibilities in the investigation. Additionally, it will emphasize the participants’ right to withdraw at any moment. The participants (managers) will be required to sign the informed consent form to indicate their voluntariness in participating in the study.

The second issue entails anonymity and data confidentiality. Although the study intends to use an anonymous survey, the identity of the companies will be known because of the need to track their performance. However, the data will be de-identified to ensure that the identity of the companies and their managers remain confidential (Fleming &Zegwaard, 2018). Data de-identification is crucial in this research because the information may become public following the publication of the study in an academic journal. While demographic data of the companies will be collected, the investigation will ensure maximum confidentiality. In this case, the researcher will use password-protected folders to store the survey data after collection. The study will not include the names or other identifying information about the organizations. The researcher will also redact all personal identifiers from the data to ensure anonymity.

Conflict of interest is also a potential ethical issue that could affect or bias the data. According to Fleming and Zegwaard (2018), the de-identification of data through anonymous surveys could reduce conflict of interest. As such, the researcher will use an anonymous survey that does not include the names or other demographic information of the individuals filling the questionnaires. Moreover, the focus on LLC will ensure that the reported data does not reflect a conflict of interest from the participants.

Problems and Limitations

Quantitative research aims at obtaining a minimum sample that can produce statistically reliable and generalizable findings. However, one of the primary problems this study could face pertinent to sampling entails non-response. Although prolonging the period of data collection and the use of advance letters could reduce the threat of non-response, the methods are considered costly (Adzeh, 2014). Resource limitations may limit the extent to which this study will mitigate non-response rates.

Several limitations may also affect the study adversely. The adoption of a positivist ontological perspective will prevent biases. However, this objective stance does not acknowledge the importance of variability in human behaviors or resource constraints (Adzeh, 2014). As such, the knowledge generated may not reflect the specificity of the situations, contexts, or diverse perspectives. The quantification of the phenomenon also removes the utility of understanding the different interpretations, meanings, and interactions.

The sampling technique may also be a limitation. As observed earlier, the response rate is among the chief concerns in quantitative studies. Nonrandom sampling is selected to mitigate non-response threats. However, the technique is significantly time-consuming. Therefore, this study will technically depend on an opportunistic sample that can be obtained easily after the public advertisements. The sample may not be representative of the SME population in Fairfax.

The sample acquired may pose a limitation related to the external validity of the data. According toAdzeh (2014), challenges in accessing participants or the acquisition of a misleading sample could affect the generalization of the findings to other samples. Additionally, the confinement of the study to Fairfax may limit external validity pertinent to the generalizability of the results to different settings.

The issue of reliability may also pose a threat to the study. The number of items used in a survey can determine the internal consistency of the instrument. Increasing the items could enable the collection of in-depth information about the participants. However, Adzeh (2014) contends that long questionnaires could also encourage disengagement and non-response. While the study uses a few items to minimize non-response, the internal consistency may be compromised.

Additionally, the collection of data using a single method may pose a problem. The use of a survey may enable the quantification of information but does not facilitate the identification of organizational-specific aspects. The study will rely on one perspective that may not provide comprehensive information regarding the adoption of IT help desks among SMEs in Fairfax. In turn, this could affect the validity and reliability of the results.

Interview

The purpose of the survey is to establish whether theadoption of an IT help desk helps SMEs in managing operational costs, productivity and profitability, and workforce requirements. The survey will establish whether the support processes provided by the help desk aids in promoting efficiency and effectiveness. The study takes less than 15 minutes with participants voluntarily taking part. Besides, the respondents will not write their names or personal details that are identifiable to them in the survey. They may cease and withdraw participation without negative outcomes. As well, there will be no features that identify with individual participants in the final results of the study. The completion of the interview indicates consent to take part in the study titled, “Significance of IT Help Desk in SMEs,” by Joshua Dang as described in the question sheet. Participating in the interview is based on the understanding that the data collected will be used for the thesis and ratifies the consent to be used in such a manner. The goal of the study is to determine the benefits of using the IT help desk on SMEs with a focus on operational costs, workforce requirements, productivity, and profitability.

Questionnaire

Does your help desk support many users?

If yes, how many staff does it employ?

How can you illustrate your support model?

Decentralized
Outsourcing
Distributed
E-support
Others (Kindly specify)

Which system does your help desk use?

Expert system
Web interface
Remote control system
Help desk management system
Knowledge management system
Others (Kindly specify)

What administrative support can help desk support when adequate information is offered?

Password Reset
Account Setup
Account Suspension
Password Invalid
Password Syntax information
Account Login Problem
Account Termination
Account Maintenance
Password Retrieval

In the past year, the company has experienced…….in the number of technical issues that affect help desk performance

Increase
Decrease

How long does the help desk take to resolve a problem?

Immediately
Less than an hour
More than an hour

How can you describe the benefits of the help desk?

Increase customer satisfaction
Frees-up time
Offer off-hours support
Fast resolution of problems
Enables systematic fixes
All of the above
Others (Kindly specify)

Does your company provide training on using the help desk?

If yes, how often do you attend?

Weekly
Monthly
Yearly

How often does the company buy new hardware and software for the IT help desk?

Rarely
Regularly

Does managing the help desk requires expert skills?

Given that the user has an adequate guideline, which issues does the help desk offer?

Website “Unreachable”
Website “Too Slow”
Server “Unreachable”
Server “Too Slow”
Other (Kindly specify)

Additional Questions

Please tick the appropriate box. [1=strongly disagree, 2=disagree, 3=don’t know, 4=agree, 5=strongly agree]

Item	1	2	3	4	5
Operational Costs and Inputs
The IT help desk has reduced the cost of incident resolution
The IT help desk has optimized end-to-end service costs
The IT help desk has reduced service cycle times
The company has experienced improved asset utilization
Workforce Requirements
Reduction of peer support has reduced staff requirements
Consolidation of services has minimized workforce requirements
The IT help desk has improved the efficiency and productivity of the available staff
Productivity and Profitability
Overall reduction of workforce requirements has minimized operational costs
The company has experienced increased profitability after adopting the IT help desk
The company has saved many indirect costs that reflect on the company’s profits

Feedback

Dear friends, kindly go through my paper and offer your constructive criticisms, offer concerns, and feedback. The main issue of interest is the organization of the interview questions as it is directly related to the research questions, objectives, and data for the discussion. Advice on the interview questions particularly on the language, ease of communication, and capacity to provide data on my research topic is welcomed. The paper needs to align well; hence any section that is off the mark will need revision. Therefore, providing your feedback on the alignment of the survey with the research topic, hypothesis, and objectives is highly recommended. Your comments on whether the interview questions related to the hypothesis (University of Reading, n.d.). The insights are integral in formulating questions that are relevant and easy to measure. After reading the interview questions above, it will be helpful to read the notes below to understand the direction of the paper. Also, insights on the mechanics will be integral in providing a research finding that is easy to read. The responses on the grammar and choice of words will be invaluable for the study. Thank you for your participation in reviewing the research paper with a focus on the interview section.

Notes

The interview was designed to gather information on whether the use of a help desk in SMEs is integral in reducing operational costs. The questions were framed to establish whether SMEs will require a high number of employees to solve issues affecting customers, which means high cost. The expert skills possessed by the IT help desk technicians influences the costs of operations since they are highly paid (Gibson, 2014). Besides, questions sought to establish whether the company conducts frequent training of the workers, which is costly if regularly.

Conversely, the interview sought to establish whether the use of the IT help desk is critical in increasing the profitability and productivity of SMEs. The questions on costs relate to profitability as it directly affects profit margin. Increased costs of operations are disadvantageous for an organization, which calls for lower costs of operations (Sullivan, 2019). The use of technology in a company plays a major role in increasing productivity, hence the interview sought to determine whether the use of an IT help desk helps resolve problems faster. The approach makes it easy for workers to focus on productive endeavors. Companies increase profits when employees are offered technology that reduces workload as they will be motivated. Similarly, making the customer happy and improving their experience helps in increasing loyal customers.

The interview seeks to offer insights on whether the adoption of an IT help desk is useful in managing workforce requirements. The understanding of the number of workers required operating and their expertise is integral in answering the question of whether the helps desk is capable of reducing or increasing workforce requirements (CFI, n.d.). The ability to help desk to resolve issues affecting customers with ease and faster means that the company will require fewer employees.

Conclusion

Overall, the interview underscores the significance of the IT help desk, hence seeks to establish its benefits for SMEs. The interview questions seek to provide data on the ability of IT help desk in productivity and performance, workforce requirements, and operational costs. The survey was conducted in conformity with the privacy and ethical concerns as no informed consent was sought and the information of participants was not collected. The respondents understood the value of information that they will provide in the survey. The approach is designed to encourage truthful data that will help in formulating research findings.

References

Adzeh, K. J. (2014). The challenge of conducting a quantitative business research: Analysis of issues with survey design, sampling, validity, and reliability. Retrieved https://www.researchgate.net/profile/Komlan_Adzeh/publication/261562480_The_challenge_of_conducting_a_quantitative_business_research_Analysis_of_issues_with_survey_design_sampling_validity_and_reliability/links/0a85e534b5f72d2850000000/The-challenge-of-conducting-a-quantitative-business-research-Analysis-of-issues-with-survey-design-sampling-validity-and-reliability.pdf

CFI. (n.d.). Knowledge Workers. CFI. Retrieved from https://corporatefinanceinstitute.com/resources/knowledge/other/knowledge-workers/#:~:text=He%20noted%20that%20knowledge%20workers,%2C%20technical%20writers%2C%20and%20researchers.

Fleming, J., &Zegwaard, K. E. (2018). Methodologies, methods and ethical considerations for conducting research in work-integrated learning. International Journal of Work-Integrated Learning, 19(3), 205-213.

Gibson, D. (2014). Introduction to help desk support roles. Person IT Certification. Retrieved from https://www.pearsonitcertification.com/articles/article.aspx?p=2260779&seqNum=5#:~:text=The%20primary%20reason%20customers%20contact,isn’t%20always%20the%20case.

Okello-Obura, C., & Matovu, J. (2011). SMEs and business information provision strategies: Analytical perspective. Library philosophy and practice, 1.ISSN 1522-0222

Sullivan, M. (2019). Operating costs: Understanding and reducing them for your business. Quick Books. Retrieved from https://quickbooks.intuit.com/r/expenses/8-ways-reduce-operating-costs/

Terry, D. L., &Amudalat, E. A. (2018). Data documentation and informed consent in research. In Ensuring Research Integrity and the Ethical Management of Data (pp. 127-154). IGI Global.

United States International Trade Commission. (2015). Small and medium-sized enterprises” Characteristics and performance. Washington, DC: USITC.

University of Reading. (n.d.). Why is feedback important? University of Reading.

Retrieved from https://www.reading.ac.uk/internal/engageinfeedback/Whyisfeedbackimportant/#:~:text=’%20Feedback%20can%20improve%20a%20student’s,awareness%20and%20enthusiasm%20for%20learning.&text=Providing%20students%20engage%20with%20feedback,learning%20and%20improve%20assessment%20performance.

Appendices

Informed Consent Form

I voluntarily accept the invitation to participate in this investigation conducted by [INSERT NAME] from[INSERT UNIVERSITY NAME]. I understand that the study aims at gathering information about the effect of an IT help desk on different organizational outcomes.

I acknowledge that my participation is not tied to any reimbursement.
I understand that I can discontinue or withdraw my participation without a penalty
I understand that I will be required to fill a questionnaire that will be used for analysis of the aforementioned organizational outcomes.
I understand that the researcher will not identify my organization or me by name during the reporting of the data obtained and that confidentiality remains a priority.
I acknowledge that the information will only be used for scholarly purposes and any publication of the data will not include identifying information.
I have read and understood all the explanations provided and I am satisfied.
I have returned a copy of the form to the researcher.

Name________________________Signature_______________Date____________

Investigators Signature_________________________________________________

Survey

Part A: Demographic Information

Number of employees [ ]
Presence of an IT help desk [YES] [NO]
Approximate profitability
1. Before adopting IT help desk [ ]
2. After adopting IT help desk [ ]

Part B: Main Questions

Please tick the appropriate box. [1=strongly disagree, 2=disagree, 3=don’t know, 4=agree, 5=Strongly agree]

Item	1	2	3	4	5
Operational Costs and Inputs
The IT help desk has reduced cost of incident resolution
The IT help desk has optimized end-to-end service costs
The IT help desk has reduce service cycle times
The company has experienced improved asset utilization
Workforce Requirements
Reduction of peer support has reduced staff requirements
Consolidation of services has minimized workforce requirements
The IT help desk has improved the efficiency and productivity of the available staff
Productivity and Profitability
Overall reduction of workforce requirements has minimized operational costs
The company has experienced increased profitability after adopting the IT help desk
The company has saved many indirect costs that reflect on the company’s profits

IT Help Desk in SEMS Company

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