What is a MAJOR concern during a review of help desk activities?

A major concern during a review of help desk activities revolves around the practice of closing resolved incidents without referencing end users. This issue highlights a significant gap in communication and service quality. It is crucial for help desks to engage with the users to confirm that their issues have been satisfactorily resolved. Failing to do so can lead to a lack of trust in the help desk's ability to provide support, additional unresolved issues remaining unreported, and potential repeat incidents that could affect the overall satisfaction of users with IT services.

By not involving the end users in the closure process, the help desk risks overlooking lingering problems that users may still be experiencing, leading to negative perceptions of the service and diminishing credibility. This practice also contravenes fundamental principles of effective incident management and user engagement, which are vital for continuous improvement of the help desk's performance.