I am of the opinion that helpful technical documentation (such as "helpdesk user scripts") should go on the wiki. That enables exactly what I was able to do above — search for information and find it.
When you have that information (such as the settings necessary to connect to the email system) sequestered away in Word documents that sit in closed systems, you inevitably run into the situation where the information in them grows stale. At that point, there's a lot of emailing the documents around between helpdesk staff and engineers to get them up-to-date. Rinse, wash, and repeat every 6-12 months.
You don't run into that scenario if the information is stored in an accessible (and edit-able) place… like a wiki.