In the typical business, each department is responsible for its own productivity. Sure, there is an IT department that has ultimate responsibility for all digital resources, but software deployments specific to one operation, such as engineering, also have a helpdesk. By nature the helpdesk—whether it is one person or a team—is designed to be reactive, to be available on demand. But a world class helpdesk is also proactive, looking to solve problems before they happen. Two elements are key: Tools and procedures. “Tools” are the software products designed to manage, test, diagnose, and repair; “procedures” are the rules and routines known to solve problems in the least amount of time at the least possible cost.
Just as there are best practices in engineering, there are best practices in helpdesk support. I recently read a list of best practices published by the Help Desk Institute (HDI), a professional organization serving Technical Support Professionals. From a rather long list I pulled out six key attributes I thought were particularly relevant to companies that rely on enterprise document management software like Synergis Adept. Not only must the local helpdesk team have tools and procedures in place to serve their end users, but they must have the software development team available as a back-up and for those occasions where custom work is required.