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


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...

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.
Call Center Service Providers
Call center service providers operate customer service call centers for small companies.

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