Help Desk Checklist

Have you visited the Help Desk Institute (HDI) website? They have quite a lot of documentation available that would assist you.

There is another site - www.helpdesks.com - with links to many other help desk resources - again, I think the information would help you.

There's no static answer to your question - are you going to buy new hardware, install on existing servers, need more memory? Are your customers internal, external? Do you want them to telephone in, email in, fax in? Do you want your techs to have pre-written troubleshooting scripts, or make their own? How many products do you support?

However, between the two sites, I think you will find enough information to make a decent start. I've built one help desk at one organization, and am currently involved with identifying and implementing new software on an existing Help Desk. I began with information from HDI, and every tech forum I could register for.

Good luck - and feel free to ask any other questions - I'm subscribing to this thread so I'll see if you come back.