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IT Help Desk Support .pdf


Original filename: IT Help Desk Support.pdf
Author: Jm

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The key to technology helping a company is keeping IT functions running and on hand
for use as much as possible. It is impossible to achieve 100% operational up time, so
what is the best way to confront the times when they are not working? IT Helpdesk
support in Darwin is one very valuable solution.

Help Desk and Its Implementation

A Helpdesk is a resource designed especially for IT users to employ when they are
facing problems with their IT services. Helpdesks forms a multi-tiered trouble shooting
approach by using service of personnel with extensive technical knowledge available.

It helpdesk support is implemented differently and widely within companies. In one
company it may be one person with an expertise in carrying a cell phone. In another
company it may be several people who perform in house support and several people
from another company that are contracted for additional support. While in another
company it may be a plethora of people within their own company performing all levels
of support.

Standards Implemented By Best Practices Helpdesk
The most strategic method of implementing a helpdesk is to follow Information
Technology Infrastructure Library (ITIL) best practices. ITIL best practices helpdesk
includes:







Single point of contact (SPOC) for IT interruptions
Tracking capabilities of all incoming problems
Computer or Software consultations
Problem growth procedures
Problem resolution

Implementation of best practices for helpdesk services specifically include:
Problem Management: A helpdesk support should have a system that collects
information during event management to help spot problems. This system will
determine the basic cause of recurring incidents by gathering information in a
knowledge base.
Access Management: A helpdesk support in Darwin should act as the keepers of the
user accounts along with password resets. Single ownership by the helpdesk will
ensure faster response time for end users with user or password problems.
Knowledge Management: Any IT helpdesk support provider should have a system that
improves operational efficiencies by reducing the time spent to revive previous incidents
or problems.
Service Catalog: A reliable helpdesk should have a published service catalog, ideally
with included pricing information and detailed service descriptions.


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