For the assignments in this course, you will be developing a comprehensive Help Desk Operations Guide document. Your first task in this process will be to select an example company to use as the basis of your planning. You will also create the shell document for the final project deliverable that you will be working on during each unit. As you proceed through each project phase, you will add content to each section of the final document to gradually complete the final project delivery.
Help Desk Operations Guide Document Shell, the format is should be as follows:
Title Page
Course number and name
Project name
Student name
Date
Table of Contents (TOC)
Use auto-generated TOC.
Maximum of three levels deep
Be sure to update the fields of the TOC so it is up-to-date before submitting your project.
Section Headings (create each heading on a new page with TBD as content, except for sections listed under New Content below)
Project Outline
Roles and Responsibilities
Tools and Technologies
Processes and Procedures
Performance Measures
New content to be added to the guide:
Project Outline
Brief description of the company (can be hypothetical) where the help desk organization will reside. Include a list of products and services provided by the company, company size, location(s), and other pertinent information.
Summary of major types of support to be provided (phone, e-mail, live) and who will be the target of support (internal users, external customers, etc.)
Material can be taken from approved proposal submitted to instructor
Be sure this project is approved by the instructor