How to setup Tech.support desk?

2 comments.

First of all Techrepublic has a document called the call centre chart or something like that, it's a table of the 3 support levels and how they scale up the ladded.

Maybe look at a helpdesk logging program such as Webcentre (www.inet-sciences.com) I use it and find it very valuable, and since you're working with a portal the value of being able to log support jobs over the net can be highly valuable.

E-mail me at andrew.mizzi@backbonetech.com.au if you would like more information.

You may want to look at ITIL as the foundation for service delivery, which is being adopted as a working practice by many very large organisations. Also look as early as possible at the functionality and expandability of any solutions you may want to put in place, is the company going to be aiming to support 10 or 10000 end users in 5 years and on how many products, are the customers going to be local or international? Will you need a built in knowledge base from scratch or will you require one in 5 years time? Is there already a business plan/model that highlights the target of the business in 5 years and will your support tools and methodology work seamlessly with that plan?

There are many tools out there all with varying degrees of functionality and cost, and the wrong decision will cost the business ????'s to put right the longer it is left.