Comments to:
INFO Development Team

HELPDESK RESOURCES

Planning and Standards/Configuration Management/Threat Management

The time and effort it takes to manage large computer implementations can be reduced by taking a little time and creating standards. These standards of configuration also include the security and uptime of the network.

Knowledge Management/Collaboration Tools

The field of Knowledge Management covers a large amount of ground. At first glance most IT professionals think of Knowledge Management as documentation. Today the topic not only covers traditional documentation but also solutions to problems which assist technicians solve problems, re-define standards fixing common problems all the way to managing secuirty on Corporate assets (data-wise) in systems that can allow documents to be searched and secured.

Incident Management

he Incident Management is two-fold, first you must document problems then pull up data/statistics to pin-point issues and solutions. This information should then be used to come up with long term solutions. The goal of the Help Desk is not only to have high resolution numbers but really prevent incidents before they happen.

Utilities/Tools

The tool box of a Help Desk or Network Technician can consist of a multitude of small software applications that are utilities to solve some proplem or automate repetitive tasks.