NEED TO ESTABLISH A HELPDESK TEAM ???????
Posted on 2009-04-08
This is a none technical question but I think you guys are PM and system admins and you can guide me through. Here is my question in a nutshell???
Due to the budgetary constrains my org has decided to discontinue outsourcing our Helpdesk.
I've been tasked to create a Helpdesk team immediately. I can't hire anybody except pick from regular users however, I can buy books and other training materials but no paid instructors. I need to put something together in a fry and the team working. Our users are not good in technical issues but can be trained and have a career change. Our helpdesk call volume, ava- between 20 and 40 a day...in good days, but can go up to 30 to 55 in a bad.
Ok enough>>>>. I need good simple books, training materials, hands on training that will help trainiging these team. I'm not instructor but I can teach..given the right material. What do you think, any magic way to convert a regular user to a technical problem solving user?
thanks All. Environment: AD, XP and hardware DELL.