Take time to orient users, perhaps by presenting the software at staff meetings. Be diligent in your use of the system. Help desk systems accumulate the information that will eventually make up the knowledge distributed to users. Every incident, no matter how insignificant, should be logged into the system. Your IT staff should understand that solving an IT problem without logging the details into the system is simply not acceptable.
Individualized assistance is still the core of any successful IT assistance program.
Help desk software will bring order to the process, but it will not replace the human interaction and problem definition that are often required. Expect some surprises with your rollout. We've gotten so busy that help activities are just events that occur during the course of a very challenging day. 3Com Network your home. All Rights Reserved.