New IT helpdesk for construction company

Blakeg · #1 Feb 23, 2007, 12:08 PM

Hello,

I am the only Help Desk Associate for a mid-sized construction company in Phoenix, AZ and have a few questions that I couldn't find a specific category for. This seemed the best place, so here goes.

I'll give a bit of background to start: For this company, I am basically starting all over with the Help Desk. I support approximately 140 users with their phones (Treo, Blackberry and LG vx4650's) and computers (mainly Dell Laptops that are new to 5 years old.) I do not support the servers or administration of server software as the IT manager, but I support all the users with internet, programs, etc...

I need to set up several processes for upgrading computer equipment, deploying software, deploying updates and maintenance of the computers. Getting users to come in seems to be my hardest obstacle here. I also want to know what other IT departments do for maintenance, how they schedule it and how long between maintenance is a standard length of time.

I also want to know what other processes/SOP's I should instate that will help me streamline my support and also give me a bit more free time to work on various projects my manager hands me.

Right now, it's kind of touch and go. If something goes wrong, I am scrambling to get things fixed and if nothing goes wrong, I am stuck doing extra paperwork (because there are barely any SOP's/processes set up) and other misc. things.

Can anyone give me a direction to go with this? most IT departments don't seem to just post their SOP's/processes out on the internet, or so it's easy to find.

Thank you in advance.

Blake G.

Magscox · May 10, 2007, 07:06 AM

I work on a helpdesk for 4,000 users and log every call and give each call a Priority 1 to 5.

Example Priority 1 is urgent respond in 1 hr & resolution time 4 working hrs.

Example Priority 2 respond in 4 hrs & resolution time 16 working hrs.

This way you can keep track on outstanding jobs.

Hope this helps ?

Curlyben · May 10, 2007, 07:23 AM

Why reinvent the wheel, when there are some excellent Helpdesk packages out there already ?!

Check out this one: Help Desk Software by Ilient

I've been using it for a while with great effect.



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