Helpdesk Training Docs? (Full Version)

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thibbard -> Helpdesk Training Docs? (5/6/2008 11:40:29 AM)

Can anyone recommend documentation for SMS Training for helpdesk personnel?  No need to reinvent the wheel if someone's created some documentation that they don't mind sharing.

Thanks!



thibbard -> RE: Helpdesk Training Docs? (5/7/2008 10:51:49 AM)

Nobody has good helpdesk training docs out there?  Ok I've started working on mine then.  (Last version was SMS 2.0, so I'm starting from scratch to make sure it's got everything updated correctly.)  My plan is to include:
1) intro
2) security assumptions (+ appendix on how to set security perms)
3) install of SMS Admin Console
4) Remote Tools instruction (+ all the button functionality, of course)
5) Basic client troubleshooting if Remote Tools fail

Can anyone make additional recommendations which you think might be useful? I'll try to post when I'm done.



rodtrent -> RE: Helpdesk Training Docs? (5/7/2008 12:15:42 PM)

Maybe one of these might help?

http://www.myitforum.com/Search.asp?word=powerpoint&contrib=82&section=&dat=1&main=1&downloads=1&g=x&search_it=search



jmlewis -> RE: Helpdesk Training Docs? (5/7/2008 10:07:17 PM)

will the help desk be responsible for installing software? if so it would be beneficial to include software distribution as well.



thibbard -> RE: Helpdesk Training Docs? (5/8/2008 9:07:15 AM)

Rod, I have no idea why I didn't run to your blogs first anyhow.  You always have the best stuff.  I was hoping to include one of your client troubleshooting guides anyhow.  BTW, I'm glad you're still in this racket. Met you back at that second SMS conference, back when we could expense account drinks with little umbrellas down in Florida at the Ritz Carlton. [:)]

As for help desk and software installation... no these are just first tier support folks; password changes, basic troubleshooting.  I'll be writing separate training, more of an SOP for the software installation side; best practices, naming conventions, etc.  Thanks for the recommentation! 



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