General Chat Thread, How do you run your helpdesk? in General; Originally Posted by matt40k
Have you thought about asking reception to be your "helpdesk", if you give them your mobile ...
3rd August 2009, 01:54 PM #46
Just do an online intranet helpdesk type system and if they dont log it - it doesnt get done.
Originally Posted by matt40k
simples ... tsk
make sure that you dont accept bits of paper with messages etc and just point them to online intranet system helpdesk
3rd August 2009, 01:59 PM #47
I said reception as it covers the idea that your a one man band and you've gone out for lunch, then say, your core switch has failed.
3rd August 2009, 11:55 PM #48
Good for you ... not everyone can do that though for a variety of reasons.
Originally Posted by IanT
The good thing about most *decent* helpdesk software is that they can do pretty good reports for you which, after 3-6 months of running, you use to create your SLA. It basically says "This is our normal running efficiency and we expect to keep it up. We can only do this by sticking to our rules about how things are logged, prioritised, planned for, funded and dealt with. If we don't keep it up there is probably a good reason for it and it is the job of the $Boss to manage this with other named people having key roles!"
Hmm ... ITIL in 3 sentences?
4th August 2009, 09:46 AM #49
I reckon you've got the gist of it which is pretty good! It took our trainer 3 days to cover the same stuff but I'd guess I slowed him down by telling him about the "real world" which upset him a bit :-)
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