Helpdesk Input

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Helpdesk Input by Mind Map: Helpdesk Input

1. Close work oder

1.1. Communicate with end user before closing

1.2. Does user agree work order is read to be closed?

1.3. What about users that don't use email?

1.4. How much do we document?

2. Documentation

2.1. Consistency

2.2. What do we document?

2.2.1. Why

2.2.2. How onerous is it?

2.2.3. How useful is it?

2.2.4. Email correspondence?

2.3. Where do we document?

2.3.1. Trackit

2.3.1.1. Notes for techs

2.3.2. Wiki

2.3.3. Drive share

3. Solve problem

3.1. Cold cases

3.1.1. time/value question

3.2. Enhancement requests

3.3. Keep end user informed

3.4. Group problems

4. Tech Checks mail

5. Email Enduser

5.1. Text of note

5.2. CC helpdesk

5.3. Timeline for tech

6. Open work order

6.1. Timeline-response

6.1.1. Within 1.5 hours from email

6.1.2. Overnight WOs

6.1.3. Weekends

6.2. Multiple requests

6.2.1. Tech response?

6.3. Assign tech

6.4. Timeline-resolution

6.5. Assign categories

6.6. Format of WOs

6.7. New staff in trackit

6.8. End user?

6.9. After Hours

6.10. Misc.

6.10.1. Duplicate submissions

6.10.2. Unauthorized requests

6.10.3. users that refuse to use email

6.10.4. Direct calls rather than email

7. Concerns

7.1. Lunch Coverage

7.2. Scheduling AM?PM phone

7.3. Coverage 8:30-5:30?

7.4. What goes into Trackit?

7.5. A message on the helpdesk phone?

7.6. Can we automate the helpdesk CC:

7.7. Degree of standardization

7.8. Who does what?

8. Random thoughts

8.1. When do we move to 8.0?

8.1.1. Why should we move?

9. Review process

9.1. Concerns

9.2. Process

9.3. Changes

9.4. Documentation

9.5. Next session