A basic set of IT support documents that an IT support department should use includes:
Service level agreements (SLAs): These document the expectations and responsibilities of both the IT support team and the users they serve in terms of response time and resolution of issues.
Standard operating procedures (SOPs): These provide step-by-step instructions for common IT support tasks, such as troubleshooting hardware or software issues, setting up new users, and backing up data.
Incident report form: This is used to document the details of an incident, including the symptoms, resolution, and any follow-up actions taken.
Change management log: This document is used to track changes made to IT systems and the impact of those changes.
Asset inventory: This document keeps track of all the hardware and software assets that the department manages, including details such as manufacturer, model, serial number, warranty information and location.
Remote access policy: This document outlines the guidelines and restrictions for remote access to the organization's IT systems.
Backup and disaster recovery plan: This document outlines the process and procedures to follow in case of a data loss or system failure.
Security policy: This document outlines the security protocols and measures that the organization has in place to protect its systems and data.
These are some of the most common IT support documents, but the specific set of documents will depend on the organization's needs and requirements.