Establish and Integrate Helpdesk for the Project

Use

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.

Prerequisites

Service level agreement with the project team

Procedure

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

Result

Helpdesk for project team operational