The technical team needs to provide support to the functional team. The most efficient procedure is for the implementation teams to have a helpdesk available from the beginning.
You may already have a helpdesk for standard technical problems. Depending on the size of your team and the complexity of your procedures, you can either establish a separate helpdesk or integrate the project team to an existing helpdesk.
Service level agreement with the project team
Setting up a helpdesk for the project team may include the following activities:
· Decide on strategy for helpdesk
· If needed, set up the helpdesk support systems
· Define procedures for help desk
· Define hours of operation
· Define roles and responsibilities
· Define priority levels
· Set up your helpdesk
· Communicate helpdesk procedures to the project teams
Helpdesk for project team operational