Document Everything

Do you document the operations at your service desk? Is there a “standard operating procedures” manual that new and existing employees can refer to?

Here’s some idea of things to document:

Service Desk Basics

• Telephone manner - See the blog “Professional telephone skills for the helpdesk”
• Email etiquette - See also Email communications best practice
• Service Level Agreement documents
• Soft-skills

HelpMaster Basics

• How to classify the priority of a job
• What different job status codes mean
• How to resolve a job
• Using Templates

HelpMaster Configuration

• HelpMaster server name
• HelpMaster SQL Server instance name
• HelpMaster web portal address
• HelpMaster web API address
• Working folder location
• HelpMaster downloads and install files
• Working folder locations
• Scripts and other snippets of configuration (workflow XML etc.)
• Importing XML / documentation
• Upgrade information
• Password and security information
• Reports and custom reports folders, development ideas etc.
• Add-in configuration documentation and files
• Custom dictionaries for HelpMaster
• Templates for Knowledge base, Email Templates, etc.
• Themes and custom themes

IT Security

• Running scripts
• Password management
• Remote desktop sessions
• Identity management

Keep it fresh and easily available

It’s important to keep this documentation up-to-date and regularly reviewed. Use it as part of the new employee on-boarding experience. Have them comment on how useful it is, and use this feedback to improve it.

Make this documentation accessible to the intended audience - link it on your intranet etc.