Task: Manage Help Desk Resources

Ensure that the Help Desk is adequately staffed to meet the agreed service levels

Purpose

· Ensure that the Help Desk is adequately staffed to meet the agreed service levels by:

· forecasting, recruiting and scheduling staff

· assigning roles and responsibilities

· ensuring skills and competencies are maintained

Relationships

Roles	Primary Performer: Client Support Manager	Additional Performers:
Process Usage	ASUM-DM > Operate & Optimize > Support User Community > Manage Help Desk Resources

Steps

Assign roles and responsibilities

Forecast staff requirements

Recruit staff

Schedule staff

Manage staff absence

Train staff

Procedural and technical training

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