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The New Help Desk

By peter2003__ ·
I am thinking of revamping our entire Help Desk office. What are some new models you can think ? Sky's the limit. What would you change or how would you envision such an environment in a perfect world ?

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by CG IT In reply to The New Help Desk

knowledgeable techs e.g. one who know how the network works, the applications users use, the workstations, and most of all the operator errors users usually do. The Usual Suspects stuff.

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by Black Panther In reply to The New Help Desk

The Trend seems to be to use a Call Centre in India - ( costs are right down and the user gives up even raising an issue due to the language barrier )

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by techrepublic In reply to The New Help Desk

From a process side ITIL (IT infrastructure library) seems to gain more and more grip. Many companies allign their helpdesk processes with the itil framework.

Jim Davis
myCMDB Sales
>>How do you document your network?<<
http://www.myCMDB.com
Network Inventory and Configuration Management

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