Help Desk

17 Pages 4125 Words

be weighed very carefully, so we decided to begin as simply and inexpensively as possible. The following resources were considered essential for the help desk to function successfully: 1. A large desktop area with space enough to hold the equipment for running a help desk. The equipment and software would be duplicates of the most common setups on campus so that computing problems could be more easily diagnosed. For our setup, this included the following equipment: a 2000 server terminal; a NT workstation with hard drive equipped with supported software packages (both systems to be connected to the network); an attached HP4050tn LaserJet printer. 2. A call-tracking system for recording call information on computer problems. A commercial package would have cost about $1,500, so we decided to create our own with existing database software. 3. Documentation for software and hardware supported by ICS. Much of it was collected from other offices of the department; only a small amount had to be purchased. 4. A separate phone line for the help desk. An answering machine was purchased to handle phone calls after hours or when the help desk analyst was unavailable. A headset and long phone cord were items that were considered essential for the help desk analyst's comfort. 5. Initial training expenses. We decided to spend $800 for a help desk management seminar because we felt we could benefit from the hard-won experience of other help desks and save ourselves from costly mistakes; it was money well spent. Another $500 was designated for training the new help desk analyst in interpersonal and problem- solving skills. 6. Salary expenses. The Credit Union would not approve a new position for a help desk analyst, but upgrading the department's secretary/operator position solved the problem. An upgrade in an existing position, rather than a newly created position, also reduced the amount of additional money needed for the analyst's salary. Scope of ...