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Help Desk Pros?


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#1 HDRob

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Posted 03 February 2016 - 05:06 PM

Any Help Desk analysts/managers out there? I'm looking to chat with peers about ideas for improving the help desk I work at. We're a small company (~70 employees) with lots of opportunity for improvement. 



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#2 Kilroy

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Posted 04 February 2016 - 07:04 AM

I've never been on the Help Desk, started out as level 2.  On the other hand I've been in the business for over 20 years with multiple companies in varying industries; banking, medical, manufacturing, research and development.  My of my experience is in larger companies.

 

So, while I can't speak directly about the Help Desk I can assist you in how you deal with the other groups you interact.



#3 HDRob

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Posted 04 February 2016 - 11:42 AM

Thanks Kilroy, I will definitely keep that in mind. Right now my focus is on help desk processes, best practices, organization, etc.



#4 Kilroy

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Posted 04 February 2016 - 07:09 PM

Okay, the basics.  Do you have a ticketing system?  Do you have a collection of Knowledge Base Articles?



#5 BaronCardinal

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Posted 07 May 2016 - 09:08 AM

Detailed documentation in my opinion is the key.  It will save you time and effort if there is something wide spread, or if you have a user that is kludge-creator likely.  I know where i work we have a list of things that are always asked for certain issues.






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