Helpdesk Questions or Script

Will you be supporting industry specific applications or Windows and Windows based applications?

have a look here for some ideas.

http://tinyurl.com/e3rj7

We are currently moving from Novell to Microsoft platform (2003) and run Windows XP SP2, Office XP, 20 corporate apps and lots and lots (over 300)specialised apps.

Having worked a couple helpdesk jobs I'd say it's hard to have too many scripted questions since the questions you need to ask will vary according to circumstances, some very common ones that I reccomend as part of basic troubleshooting include

"What is the application not doing that it is supposed to be doing?"
"Is there a specific error message?"
"when was the last time it worked successfully?"
"Are you aware of any changes on your system since last time it worked?"
"Is it working for other users?"

When answering the help desk phone you may ask these questions:

1. What operating system are you running?
2. What is not working and for how long?
3. Who/how many people are being affected?
4. Do they have an IP address and what is it?
5. What is your computer name
6. Have you rebooted the computer recently?
7. Have you made any changes recently?
8. When was the last time it worked (if ever

Number 6 should be Number 1 question asked when a user calls.

PHPKode Helpdesk X: http://www.phphelpdesk.org/ is the great help desk software I would like to recommend here. It is necessary to integrate a helpdesk into your system to deliver great customer service then.