Building a Help Desk

The first thing I want to talk about is managing a help desk, I think that managing a help desk can be like running an emergency medical center, in a rough neighborhood, with no supplies, during an epidemic. I believe for some time now, help desk workers and their bosses have been surviving under these conditions, performing triage for some internal users, answering basic computing questions for others. But as in health care, practicing preventive …

…will offer on-site support for other problems. We will actively try to anticipate problems that may occur and through e-mail and a support web sites try to bring the problem solving methodology to the customers. Making this strategy work for my help desk will depend to a large extent on how clearly the help desk mission is defined and communicated, and on how well it is integrated into the company and with the user community.