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What does your help desk do?

By carlab68 ·
In an effort to save jobs, among other things, our service desk is looking to take on more responsibilities. Other than answering calls, is there anything that your help desk does?

For example, we set up network accounts, remote access accounts, mainframe accounts, etc... in addition to the password resets, software and hardware troubleshooting.


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re:What does your HelpDesk do?

In addition to what you mentioned we also:

Image and set-up new computers Printers etc.
Repair the above when we can. (if in warranty we contact vendors to repair.)
we also install phones (including setting up cell phones) and video conferencing equipment.
We monitor video conferences when requested to do so.
All software installs (except SUS monitored).
and the list continues. Be flexable but firm with your clients on what you can and cannot do.

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Helpdesk responsibility

by TamaraP In reply to What does your help desk ...

In addition to CarlaB's respnse i would like to point out that the helpdesk is the focal point for all divisions of IT with the end user. As such you should market your department. Some ideas, Get together with HR to include new hire IT orientation, produce a monthly newsletter, offer training (Outlook etc..)set up customer advocacy program (this can be as simple as follow up calls on closed helpdesk tickets.)Show your company how important helpdesk is.

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what my helpdesk does

by staupp In reply to What does your help desk ...

at my helpdesk, not only do we do the hardware/software troubleshooting, but we have begun training for some of our different software packages.

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