How should help desk procedures address complex problems that require administrative intervention?

The main function of the Help Desk is to receive problem calls, log those call and distribute the problems for solving to the appropriate personnel. Help Desk personnel can also assist in problem solving in as far as their capabilities allow.

It is therefore important for Help Desk Personnel to receive a degree of Computer hardware training in order to readily assist in day to day user problems. Some problems, because of their complexity, cannot or in some cases, should not be handled by the Help Desk Personnel. Where access security exists, the Help Desk may not have the required passWords to deal with the problems. Additionally, in other instances, it may pose a security breach for the Help Desk personnel to also have high level passWords. This can result in a severe degree of security compromise.

Unless the Help Desk person is also the System Administrator, there is no need for them to also have Administrator level passWords.