13.1. The Basics

The basics of running a helpdesk are first to simply have one and to ensure that it has a friendly face. The helpdesk should have enough staff to support the traffic, a defined scope of coverage, processes for staff, an escalation process for when things go badly, and call-tracking software.

13.1.1. Have a Helpdesk

Every organization has a helpdesk. It may be, physical, such as a walk-up counter, or virtual, such as by phone or email. Sometimes, the helpdesk is unofficial, as the portion of each day spent directly helping customers.