Outline for Help-Desk Policies and Procedures Manual
The following is an outline template for a help-desk policies and procedures manual that would be issued and used by all help-desk employees. The template shows what types of content can be included in the manual. (Sample help-desk policies and procedures that can be included in the manual are in P&PSAMP.DOC.)
I. General Information (various groups that make up the help-desk organization, e-mail aliases, phone numbers, resources, and so on.)
II. Policies
III. Operating System Procedures
MS-DOS, Windows 95, Windows for Workgroups, Windows NT,
Macintosh:
Installation
System Configuration
Startup Options
Memory Configuration
Disk Management
Troubleshooting
Appendixes (Sample Multiple Configuration Files: CONFIG.SYS and AUTOEXEC.BAT; DoubleSpaceŽ-to-DriveSpace Conversion)
Questions & Answers
IV. Connectivity Procedures
Network Basics
Introduction
Network Hardware
Network Software
(Your company’s name)’s Network
Questions & Answers
Network Printing
Installation
Troubleshooting
Windows Printing System
Questions & Answers
Terminals
Introduction
(Name of first terminal manufacturer and model no.)
(Name of second terminal manufacturer and model no.)
Connectors
Questions & Answers
V. Application Procedures
Microsoft Mail
Installation
Utilization
Multiuser Mail
Troubleshooting
Appendixes
Questions & Answers
Schedule +
Introduction
Configuration
Utilization
Troubleshooting
Questions & Answers
Service Parts Inventory Management System
Introduction
Installation
Utilization
Troubleshooting
Questions & Answers
VI. Hardware
Hardware Basics
Introduction
Memory
I/O Address
DMA
Interrupt Request
Bus Architecture
Questions & Answers
Network Adapters
Jumper/Switch Settings
VII. Terms and Definitions
VIII. Index