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Terms of reference

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by support

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I have been tasked with providing outline terms of reference and objevctives for my Helpdesk staff. Does anyone know where I can download a copy or has anyone got an outline document that I can use

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by zlitocook

What I think you are. You need to know what O/S's your help desk will be supporting and a reference point to set their resultion time too. Like a Win98 computer not shuting down, will your first line help desk look to a manual that has been compiledfrom others with the same problem or will the help desk go to Microsofts web site and look up the problem? To set objectives you need a set point of reference to go from.

by is888

Similarly, I have been asked to come out with a terms of reference for all overseas IT manager who dotted line report to back to HQ. Does anyone has a sample ?
Thanks.

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