Building a Help Desk

A detailed Summary of Building a Help Desk

The first thing I want to talk about is managing a help desk, I think that managing a help desk can be like running an emergency medical center, in a rough neighborhood, with no supplies, during an epidemic. I believe for some time now, help desk workers and their bosses have been surviving under these conditions, performing triage for some internal users, answering basic computing questions for others. But as in health care, practicing preventive care is more efficient and effective than rushing from crisis to crisis. I think that much of the knowledge and many of the skills for managing a help desk are the same as those needed for managing any organization. The same guidelines that apply to developing, managing, and refining any department, often also apply to the help desk. But be for you try to define your leadership style it is very important to develop a strong foundation, I will do this by defining the help desk mission, establishing clear service policies, and positioning the help desk correctly within the organization. From this foundation, I will be able to make all other decisions regarding help desk structure and activities that may be derived.

I know that it is extremely important that I clearly define the purpos

We will use Walk-up reporting in my help desk. When user walk up to the help desk and reports a problem I will have to make certain that the problems are recorded in the tracking system and the appropriate support resource assigned to resolve the problems. I do know that one disadvantage of walk-up contact is that it can be somewhat disruptive, because walk-up users typically expect a response to their issues immediately, and the appropriate resources may not be available. It is also difficult to prioritize walk-up issues. I believe that, the ability to accompany walk-up users to their desk at the time they are experiencing the problem often results in productivity gains for both the users and the help desk.

One mission statement I might use is "to increase the company's productivity by providing a single point of contact and responsibility for rapid closure of our users' technology problems."

DISCERNER Quickly sorts the critical from the superfluous and acts appropriately.

One idea I have is that self-service is Better Customer Service, most customers will want fast response whether my customers are having trouble using internal or external products or just have a general questions. I will implement products to let my customers themselves speed up the process of getting help, while freeing reps to handle problems requiring more attention. The way I will do this is by having my help desk use only state of the art technology. My analysts and end users will have many tools to use to solve the issues that come up.

Some common words found in the essay are:
AFFILIATOR Enjoys, , ABR ABR, Board Service, Wide Web, Customer Service, help desk, Support Online, EMPATHETIC Sensitive, ARRANGER Deploys, MASTER Quick, knowledge base, help desks, managing help, managing help desk, mission statement, solutions help desk, hard disk, internal external, techs customer's, access help desk, build expert, hard disk drive, contributes team bonding, tracking system,

Approximate Word count = 2370
Approximate Pages = 9 (250 words per page double spaced)

Category: Miscellaneous