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- How will users of the system or process know how to get help?
- Who is the audience for the help desk?
- What types of questions or information will users need help on? Is it just technologists or will help on the business practices be needed as well.
- Will there be frequently asked questions (FAQs) or some other documentation that can be used to self-help in known situations?
- Best practices allow a way to capture help requests so that they can be analyzed and self-help documentation or known fixes can be created for situations that arise often.
- Are there key things that the person providing the help needs to know? How can these be easily captured or provided?
- What processes will be used and if there is a team providing help, are there clearly defined responsibilities for providing help.
Resources and Templates
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Low cost systems for basic service