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Support Desk Document Structure

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by rmr864

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I need to define what documentation is needed by our help desk to perform their jobs. Never had to do something like this before, any suggestions.

4 replies

by jdmercha

I'm not sure what you are really asking here, but...

Ask your own help desk personnel what documentation they do use, and how often they use them. Then ask them what documentation they wish they had. Then ask them how is the best way to deliver that documentation to them.

A lot depends on what they need to support, as well as what your help desk prodeures require them to do.

Or are you really looking for a block diagram type thing: 1. Answer call 2. Get contact information 3. Get problem description 4. etc, etc, etc

by dafe2

Follow ITIL principles. Foundations document the process for your service desk.

Google ITIL.

by wkc

I've been lucky enough to complete an ITIL foundation coursejust before Xmas; it may seem a bit overwhelming but stick with it and do it a bit at a time.

by dafe2

I found it to be well worth the effort & a gruelling exam.

Most of our IT was outsourced about two years ago & those without the Foundations were left 'behind'

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