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Help Desk Training Documentation

By POS Support Mgr ·
My boss recently requested I create a training document that details the standard process of how my team learns new applications, what material they are provided, how they categorize new applications or issues in their ticketing system, escalation procedures and a bunch of other details. I have an idea of what to write, but I'm not sure what format I should have it in. We have our own in house built software that we support along with hardware. Any suggestions, website or document examples would be great.

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