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10 ways to get your help desk ready to support a new rollout

Overview Rolling out a new app or system can wreak havoc if support is handled as an afterthought. These tips will help you plan and manage help desk involvement in the rollout so that your staff is prepared to meet user support needs.

When the support aspects of a rollout aren't considered until the end of the project, you often wind up with techs who aren't prepared to help users make the transition to the new program or system. Help desk supervisor Mitch Bryant offers these strategies for making sure your support staff is ready to cope with user confusion, immediate issues, and everyday problems. His suggestions include:

Get screen shots of install and setup
Train the users... then train the help desk
Prepare to support remote users as well as internal users
Implement hotlines for immediate issues

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Further White Paper Details
Publisher	TechRepublic	File Format	PDF
Date Published	March 2006	Downloads	265
Format	Downloads
Topics	Help Desk, Methodology

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