Help Desk

17 Pages 4125 Words

support regarding the issue of support, answers to the following questions had to be decided: For what areas of support would ICS be responsible? Who in ICS would provide that support, and how? When would support be provided? Once we decided on these answers, we had to communicate them to our customers so they would understand what they could expect from us. * What would ICS support? A list was made of all ICS-supported hardware and software products and services. This support list also included: software installations and upgrades; hardware installations, maintenance, and repairs; training in the use of software and hardware; advice on hardware and software purchases, etc. * Who in ICS would provide that support? All ICS staff members were expected to provide support in their own areas of expertise when calls were referred to them by the help desk. * How would ICS provide support? Our help desk facility was primarily a phone-based operation. When walk-ins sought help, they had to understand that they would have to wait for the analyst to handl...