Help Desk Policies and Procedures

The best advice I can offer is find one similar to what you want then modify it to your standards. You can do a search on "Help Desk Policy" or "Help Desk Policies" and get numerous hits (of course some of them are pretty worthless as a lot of people are not very meticulous in drawing out their policies and proceedures).

One I have seen that I thought was pretty good was at:

http://www2.lakotaonline.com/district/techdept/td_hdpolicies.html

(delete any spaces in the URL).

Hope this helps! Good luck...

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I've built two helpdesks over the last three years. What defines the policies and procedures are really how you do things. A good starting place is to generate a test ticket, then follow it thru the system, asking W5 questions at each workflow stop. Make complete notes about what is happening, then decide if that is the best way and what modifications are necessary.

The other big part is defining the workflow -ie-who does what when. Who can create a ticket, who can close it, what the status of a ticket is at any given point; all these contribute to the workflow. Doing a simple flow chart is a great way of visualizing the process.
Finally and most importantly, you must have the time to do the necessary work to do the process analysis. I mean, your boss has to make it your priority task, and schedule other work around it, otherwise you will probably become frustrated, and create a half finished process.~jb