Here are a few sample pages of all of some of the documents in the Help Desk Toolkit:

GO HERE for extensive content details

Help Desk Audit And Review

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Help Desk Best Practice

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Help desk Design

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Help Desk implementation plan

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Help Desk presentation

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Help Desk Procedure

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Help Desk Service Descriptions

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Help Desk Service Levels

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Help Desk Telephone skills standards

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Problem Management Procedure

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Proactive Stress Management

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Help Desk workflow

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