Taming the Help Desk. Geoffrey Sperl Wayne State University [email protected] http://computing.wayne.edu/Help_Desk. tame |tām|. (from the New Oxford American Dictionary , 2nd Edition and the Oxford American Writers Thesaurus ) definition
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Second Prong: Dynamic
First Prong: Structured
written service levels
written lists of supported products
If a major unforeseen issue occurs, incorporate it into later training.
If it’s not big, don’t overcrowd the important training.
Use knowledgebases to cover small training issues.