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Help Desk process documentation

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by gcamorlinga

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My boss assigned me the task to document the Help Desk process. I?m not sure where to start. We support internal users mostly, and the main point of contact is by phone. We login every call in the help desk database ?Service IT?, then dispatch a tech if call cannot be resolved over the phone.
Any suggestions on how to document this process?

4 replies

by fransley

Howdy, do you currently use call tracking software? We currently use a web based software package that generates detailed reports for managers. Let me know if you would like more info.

by vstadenm

This a way after the fact, but I'm looking for a generic of a Standard Operating Procedure for a Help Desk. Can you maybe help?

by ckunselman

I too am looking for SOPs for running a helpdesk. Can you please let me know if you find a good standard?

Thank you,
Chris K.

by shahparn

It seems to be very difficult to find a sample or a good Operating procedure on line. Could you send me one if you have.
Thank you
Negy

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