Help Desk Resources for
Auditors
Thanks to Joe Cooper (jcooperjr@lucent.com) for the following files posted to CISACA-L
How to Conduct a Support Center Evaluation (pdf)
Help Desk Common Metrics (excel)
Help Desk Call Handling Scripts (pdf)
Help Desk Problem Management (pdf)
Help Desk Knowledge Database (pdf)
Help Desk Procedure Manual (pdf)
The Role of the Help Desk in Strategic Management of IS (pdf)