Guide To Setting Up and Running A Successful Help Desk
Whether you a IT manager tasked with setting up a Help Desk for your organization, an IT manager want to improve the level of technical support or an IT help desk manager wanting to upgrade capability needhelpdesk.com provides you with the resources and practical advice you will need.
In these economic times running a Help Desk can be a real balancing act with limited funding, limited staff and only 24 hours in the day to get things done. The key to running a successful help desk is focus. Do somethings very well rather than lots of things not so well. Know what the services you provide are, very well. Defined lines of responsibility with the business is the key to happy customers.
The best definition of help desk and user support is from the book “How to Manage the IT Help Desk” by Noel Bruton
“User support is a specialist function which retains, on behalf of the company’s user population, technical knowledge about IT and the way the company uses it, in order to deliver that knowledge in a focused form to solve specific technical and business problems on both a reactive and proactive basis, such that user productivity is maintained and enhanced, thereby further enabling the user to contribute to the company’s business goals.”
To run a successful help desk you will need to be able to (at the minimum):
- justify staffing expenditure
- gain the support of management and the user base
- keep you support team productive and motivated
- setup services and service levels with the business
- be aware of the latest telephone and help desk technologies
