Final answer:
Using a knowledge base is the help desk activity that involves collecting, storing, updating, and sharing information among help desk workers to improve service and communication skills.
Step-by-step explanation:
The activity among help desk operations that involves collecting, storing, updating, and sharing information among help desk workers is using a knowledge base. A knowledge base is a centralized repository for information: a public library, a database of related information about a particular subject. It is used for gathering information from customers and other stakeholders, finding expert information, and doing a root cause analysis to identify the real problems behind the issues faced by users. This can be compared to having a dynamic, constantly evolving textbook that help desk staff can refer to when addressing customer concerns, which enhances their ability to deliver effective service.
Help desk activities such as troubleshooting hardware issues, providing software support, and managing user accounts may all benefit from the use of a knowledge base, but the operation specifically related to managing shared information is the maintenance and use of the knowledge base itself. This tool assists in improving communication skills among team members by ensuring that everyone has access to the same comprehensive set of data and insights when dealing with customer issues.