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  • #2110476

    Building a Help Desk from scratch.

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    by jmackiesr. ·

    I have accepted the task of building a Help desk from scratch. My back ground for this position is 3 years serving on a internal help desk and 6 months on an External help desk. I am a certified PC repair Tech and Novell CNA.

    If anyone out there has gone through this and can provide any tips, it would be appreciated.

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    • #3884712

      Running an Effective Help Desk

      by sbworks ·

      In reply to Building a Help Desk from scratch.

      Running an Effective Help Desk, 2nd Edition
      by Barbara Czegel.
      Amazon.com Price: $35.99

      Best book I’ve ever found for that. It’s available in a lot of libraries, too.

      • #3695586

        Reply To: Building a Help Desk from scratch.

        by srodday ·

        In reply to Running an Effective Help Desk

        Another useful book is:

        _The Art of Software Support: Design & Operation of Support Centers and Help Desks_ by Tourniaire and Farrell.

        Also, you should talk to users and the administration to find out a response time. You can change it later, but when you start a Help Desk, you have to set users expectations and allow you time to develop it further.

    • #3675662

      Try “The Art Of Software Support”

      by rismail ·

      In reply to Building a Help Desk from scratch.

      This book was auothored by Francoise Tourniaire and Richard Farrell, and offers a really good approach at establishing and managing a support center.

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