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Help Desk Support

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You have been asked to create a help desk for the computer support division of your company. What services will your help desk provide? How will you provide those services? What type of employees will you hire to work at the help desk?

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A helpdesk being created to support the division of the company would need to provide customer support, manage a ticketing system for tracking purposes, provide desktop support, provide network support, and provide Voice Over Internet Protocol (VOIP) support. In order to provide these services it will be imperative that the correct personnel are hired and that the team dynamic creates a positive work ...

Solution Summary

This solution explains the role of a help desk for the computer support division an lists the activities it must provide to the public such as customer service, network support and more. It also discusses the supporting job positions required for the maintenance of a help desk.

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Discuss strategic ideas to ensure that IT users get adequate technical support

The 5-7 most important strategic things that a company can do to ensure that its IT users get adequate technical support. Please be as specific as possible.

This article reflects a lot of this ambiguity:

"Help is Only a Phone Call Away! How to get good service" by Russell Hoffman (http://www.animatedsoftware.com/misc/stories/jobs/dbmscntr.htm)

A while ago, TechRepublic ran a series on how to set up and manage help desks. You can read the series here:

"Setting up a successful help desk--physical considerations" (http://articles.techrepublic.com.com/5100-10878_11-5112459.html) and

"Try these efficiency strategies when setting up a successful help desk" (http://articles.techrepublic.com.com/5100-10878_11-5112468.html).

You might also check out "Setting up a successful help desk" (http://techrepublic.com.com/5208-6230-0.html?forumID=14&threadID=146 337
&messageID=1623851).

So the information is out there. And more -- for example, consider this website:

http://www.helpdesksurvival.com/

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