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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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.
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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The New Help Desk