Building A Help Desk

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important that I clearly define the purpose of the help desk at the outset with a mission statement. My mission statement will be a broad description of the goals of the help desk that will help to define expectations. With clearly defined goals, everyone within my organization will be more likely to be working toward the same end, and, with clearly defined expectations, it will be easier to evaluate whether the help desk has met its goals.
One mission statement I might use is "to increase the company's productivity by providing a single point of contact and responsibility for rapid closure of our users' technology problems."
My help desk will be a leading edge one that will leverage consolidation, and automation. I want my help desk to bring value to the software life cycle and all of IS's interactions with users. I believe that the role of the help desk is no longer just fixing problems; the best ones act as emergency hotlines and strategic tools. My help desks will guide ...

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printer won’t print, or why they can’t access the database, while sitting at their desks. There is software out there that lets you talk to a customer and exchange data over a single phone line. While on the phone, you can get files from the customer’s computer and display them on your PC or send the customer files to his PC. You don’t need an external modem or Bulletin Board Service. This is the type of state of art software we will use at my help desk.

Practically speaking, I want my help desk reps to be experts who customers typically call only when they need help, but I will require them to provide essential customer service to all the users. I think that the web has created a ...

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