Helpdesks, all you need to know to get on track!
For your helpdesk, you will need a...
HelpDesk Implementation Plan - A helpdesk implementation plan covering all the aspects of help desk implementations.
HelpDesk Requirements - Make your requirements understood and acted on.
Proactive Stress Management - A Presentation using proactive strategies for managing stress and change.
Problem management procedure - This procedure defines steps involved to make a request to the helpdesk software provider.
Help Desk Implementation Plan
A plan can be in any shape or form but should contain all the below.
1. Preparation
Identifying resources such as servers or existing data.
Does the server meet the minimum hardware specifications?
Is the software on the server up-to-date?
Does the current infrastructure capable of running the software?
Get existing data massaged into a useable format.
2. Installation
How will the install be performed? (On-site/Remote)
Install the software onto the server.
Configure the server.
Import Data.
Install Desktop clients.
3. Training
Any training that needs to be provided, Example.
Administrative training.
Operator training.
Helpdesk Requirements
Once you have found the right software, how are you going to get the most effective use of the it?
Proficient training
Helpdesk Best Practice guidelines
Inline help manuals
Quick reference training guides
Proactive Stress Management
This plan is to explain how you will migrate to the new system.
I.e. Setting a date to be fully live on the new system.
This can be done on a slideshow or other form of presentation.
Problem management procedure
This can simply be an agreement or a written support policy that explains what support you will receive and how long it last and if there are any restrictions imposed.
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