BOOK_CONTENT
From IT Manager's Handbook: Getting Your New Job Done

What You Will Learn

  • How to set up and staff a Help Desk
  • What service level agreements (SLAs) are and how to define them
  • How to arrange for user training
  • How to select a call tracking package

Introduction

Whether it goes by the name of "Help Desk," "Support Center," "User Services," or any of a variety of other similar sounding monikers, your IT department needs some kind of organization to provide assistance to your user population be it employees, clients, customers, or business partners. In general, IT Help Desks are designed to be one-stop shopping for all computer-related requests. For the majority, your support organization is the only interaction they will have with IT. For these users, IT is only as good as their last call to the Help Desk. As such, your support organization has an incredible opportunity to add value and improve the perception of your entire department.

4.1 Help Desk: How Do I Set One Up?

A Help Desk's responsibilities can include

  • Ordering new equipment
  • Password resets
  • Requesting new IDs
  • Computer supplies (diskettes, toner, CDs)
  • Installation and move requests
  • Scheduling training
  • Routing and coordinating requests with other IT groups (application development, operations, networking, etc.)
  • Providing application support
  • Reporting and resolving hardware problems
  • Helping remote users with dial-in connectivity

Two Critical Help Desk Issues

In setting up a Help Desk, you need at least two essential items:

  1. A centralized way for users to reach you usually a phone extension and/or e-mail address
  2. Sufficient staffing to answer and deal...

Copyright Bill Holtsnider and Brian D. Jaffe 2001 under license agreement with Books24x7

Products & Services
Customer Service and Support Software
Customer service and customer support software are methods that companies use to interact with clients and customers. Methods include employee training and special purpose customer support software
Information Technology (IT) Staffing Services
Information technology (IT) staffing services provide temporary or permanent workers who troubleshoot and repair computers, operate help desks, and support voice and data networks.
Scheduling Software
Scheduling Software is Software used to program and schedule processes and tasks.
Video Switchers
Video switchers control video display sequences for multiple camera systems.
Remote Control Software
Remote control software is used to manage devices and processes at remote locations. For example, remote desktop software can be used to control a personal computer (PC) or server at another office or location.

Topics of Interest

What You Will Learn What a "project" is and how you get started How to set up a project team How to conduct project meetings How to fund projects Ways to carefully keep track of your project...

Help Desks With the proliferation of hardware and software throughout corporations, Information Technology (IT) and telecommunications managers are faced with the task of providing troubleshooting...

Call Center Site Selection Site selection is the process by which you find space for your call center business, its staff, and perhaps the ACD, voice mail and other computer telephony equipment that...

The goal of this book is to give you the background on what it takes to run a customer support operation. But that's only the beginning. Here is a selected list of books and magazines that can...

Introduction When you work with a network or are directly responsible for it, you will often hear that there are problems with it. Some are common help desk requests from users who have problems...