Do you document the operations at your servcie 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
- Email ettiquete
- Service Level Agreement documents
- How to classify the priority of a job
- What different job status codes mean
- How to resolve a job
- Using Templates
- Running scripts
- Password management
- Remote desktop sessions
- Identity management
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.
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