Organizing the help desk

Whether you're building a help desk from the ground up or reorganizing an existing shop, the structure you create should be based on your customers' needs, your budget, your business' culture, and the types of services you intend to provide. This sample chapter, taken from HDI's Service and Support Handbook, covers management and customer requirements, the right and wrong environments for outsourcing, help desk structure and potential consolidation, and customer communication with the help desk.

Title: HDI Service and Support Handbook
Published: 2002
Author: Pamela Christensen
Chapter: Chapter 2: Organizing the Help Desk
Published by HDI