Help Desk Support Toolkit

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Help Desk Support identifying, researching, troubleshooting and documenting issues; working with other IT teams to determine support requirements; identifying ineffective or outdated support processes; creating and publishing Help Desk Support procedures.

More Uses of the Help Desk Support Toolkit:

  • Warrant that your organization follows documented operating procedures and customer services guidelines for IT Service Desk support.

  • Perform simple implementations/MACs like upgrading software, installing a printer, or other minor onsite and remote configuration changes.

  • Be certain that your organization provides support to end users in the acquisition, implementation and operation of end user applications.

  • Disaggregate service related data to discover trends and recommend process modifications for technology service.

  • Confirm your enterprise ensures end user workstations interconnect seamlessly in a multi layered client/server environment with diverse systems.

  • Manage work with vendors to implement solutions and maintains acceptable levels of performance of hardware/software components.

  • Establish that your strategy identifies and takes Corrective Action to remove malware, spyware, and viruses to maintain the integrity of ITS environment.

  • Secure that your organization complies; interfaces with vendor / manufacturer technical personnel for client problems that cannot be resolved effectively.

  • Be accountable for troubleshooting, diagnosing and resolving hardware, software, and other network and system problems.

  • Lead a depth and breadth of knowledge / skills in own area and is often able to apply outside of own function.

  • Warrant that your planning performs user Account Maintenance by establishing new user accounts, modifying existing user accounts; and disabling user accounts.

  • Develop and implement Process Improvements in how you build, secure, manage, and maintain your user communities.

  • Be accountable for providing mission management and Help Desk Support ensuring efficient utilization and allocation of network and system resources to maintain availability and performance.

  • Warrant that your organization provides general support for the Information Technology Services (ITS) Department; monitors overall status of Help Desk; provides Status Reports to management; work with ITS management staff to develop work process strategies and procedures.

  • Install, maintain, repair and support all micro based systems, software and hardware, network and communications equipment.

  • Be accountable for configuring, maintaining, and troubleshooting all routers, switches, and wireless access points.

  • Control: proactively work with other members of your organization to identify and implement key opportunities for operational improvements.

  • Remove viruse or spyware, be able to replace hardware or reinstall the entire operating system.

  • Provide advanced support for installations, software, hardware, network and communications equipment.

  • Support special hardware associated with existing Web Development imaging, and multi media initiatives.

  • Ensure your business complies; diagnosis, troubleshooting, and resolution or escalation of PC, networking, OS, application, printing, and other issues.

  • Provide end user training in support of current, revised, and new applications developed by the Bureau.

  • Direct: expert solutions and outstanding service drive success, and you seek the same attributes in your employees.

  • Direct: framework it was founded on the fundamental need to enhance your community and culture through technology.

  • Control: work closely with the business units to ensure systems, procedures, and Process Improvements are made.

  • Assure your enterprise communicates in a timely and tactful manner via email or other methods to share information on outages, upgrades, and other situations involving technology interruptions or process changes.

  • Create user profiles, reset passwords, daily back up routines, ensure maximum uptime and availability of servers and interfaces.

  • Arrange that your venture acts as an IT liaison between department and staff to communicate changes, gather feedback, suggest improvements, and implement solutions.

  • Be certain that your operation complies; safeguards member information and organization vital records in a manner commensurate with the sensitivity of the information and in compliance with your organizations Information security policies, Standards and Procedures.

  • Control: successful capabilities to identify the solutions to less common and more complex system problems.


Save time, empower your teams and effectively upgrade your processes with access to this practical Help Desk Support Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Help Desk Support related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Help Desk Support specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Help Desk Support Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Help Desk Support improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. Why a Help Desk Support focus?

  2. How can auditing be a preventative security measure?

  3. What is your plan to assess your security risks?

  4. How is implementation research currently incorporated into each of your goals?

  5. What Help Desk Support coordination do you need?

  6. Is the Help Desk Support solution sustainable?

  7. How do you deal with Help Desk Support risk?

  8. What one word do you want to own in the minds of your customers, employees, and partners?

  9. How do you engage the workforce, in addition to satisfying them?

  10. Which needs are not included or involved?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Help Desk Support book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Help Desk Support self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Help Desk Support Self-Assessment and Scorecard you will develop a clear picture of which Help Desk Support areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Help Desk Support Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Help Desk Support projects with the 62 implementation resources:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Help Desk Support project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Help Desk Support project team have enough people to execute the Help Desk Support project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Help Desk Support project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Help Desk Support Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

  • 2.1 Help Desk Support Project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Help Desk Support project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Help Desk Support project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Help Desk Support project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Help Desk Support project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Help Desk Support project with this in-depth Help Desk Support Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Help Desk Support projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Help Desk Support and put Process Design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Help Desk Support investments work better.

This Help Desk Support All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.