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Help Desk Manual

By jerree1 ·
We are restructuring our help desk. This has been a battle from the beginning. Our new director is asking us to create a manual with basic troubleshooting flowcharts to be used before a tech is sent off site. We should PC, Networks, Mac, Phones and Software. Without reinventing the wheel, do anyone have knowlege of existing manual, books or some other source I could modify?

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Help Desk Manual

by dmiles In reply to Help Desk Manual

One is the microsoft press web site,offers help desk manuals,there is the new riders.com site,basically the resource kit is intended to structure the set up of a help desk.This is one that may help www.ncctech.com

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Help Desk Manual

by jerree1 In reply to Help Desk Manual

The question was auto-closed by TechRepublic

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Help Desk Manual

by jesalyer In reply to Help Desk Manual

I would recommend looking at the chasms site, www.chasms.com. Chasms grew up as the knowledge base for the GTE helpdesk, but it is publicly accessible so their customers don't necessarily have to call in.

Note that the site is organized less along flowchart lines. It takes advantage of the hyperlink nature of webpage design to show how to navigate through procedures, providing a "perfect model" that helpdesk personnel and/or customers can duplicate on their own machine.

Hope that helps!
__________________
Jeff S
Spanish HelpDesk Technician
bgatesvoodoodoll@hotmail.com

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Help Desk Manual

by jerree1 In reply to Help Desk Manual

The question was auto-closed by TechRepublic

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by jerree1 In reply to Help Desk Manual

This question was auto closed due to inactivity

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