Help Desk Structure

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Building a Help Desk from scratch

July 25, 2013 Wayne 4

Building a Help Desk from scratch or redesigning an existing Help Desk requires thoughtful planning and efficient execution. Many core and secondary components make up an award-winning Help Desk at times it will seem like you are juggling tasks. However each of the components we will be discussing will have inter-dependencies with other components and will have to be considered when building a Help Desk from scratch. Almost thirty Help Desk core topics are covered […]

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Single Point of Contact Help Desk structure

July 8, 2012 Wayne 0

A logical IT Help Desk structure is important to ensure your company’s users know what support is available and how to contact IT Help Desk support. The ideal state is what we call a Single Point of Contact (SPOC) IT Help Desk structure. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. This means that your Help Desk will own the support ticket for […]

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Help Desk Mission and Vision statements.

July 7, 2012 Wayne 0

Does your company have Help Desk Mission and Vision statements that incorporate the corporate business goals and objectives? Help Desk Mission and Vision statements should clearly and precisely be focused on what your business is all about and related to the technical support your Help Desk team provides. A well-defined Help Desk vision statement will provide a guide for clear and directional decisions to lead to long-term prosperity. The Help Desk mission statement will bring […]