A useful addition to your support toolkit is the 'User Handbook'. This should contain:
- useful hints and tips for solving incidents on commonly used applications and equipment
- any preliminary checks or information that may be required before calling the desk (for
example, noting service name, screen numbers, error codes)
- importantly, it should tell the user what to expect when they call and what will happen
- the provision of a quality service is only achievable when users and service desk staff work
together.
