12-12-01 CONTRIBUTED by MIKE FERGUSON MFERGUSON@TRUSTMARK.COM



COMPUTER SUPPORT AUDIT PROGRAM


1. Discuss the helpdesk structure and goals of the helpdesk.
a. Review job descriptions 
b. Tenure of employees
c. Training offered
d. Responsibilities of the helpdesk employees
e. How much access does the helpdesk employee have.
f.  Are levels of support well defined? (1st,2nd ect)
g. Escalation procedures.
h. Call follow-up, surveys?
i. Service level agreements


2. Check reports on calls
a. call volume
b. calls solved at 1st level
c. average time of a call
d. abandoned calls
e. staffing during lunch, holiday
f. staff rotation(other dept.)

3. Ask about helpdesk software.
a. What release are we on, operating system, are we still supported.
b.  How does the system work, reports, knowledge base
c.  what kind of call h/w, s/w, ect
d.  percentage resolved at 1st level


4. Reporting; 
a. Who gets the reports?
b.  What do they show?
c.   Do you use them as a way to track new releases?
d.   Does training get a copy of  the report?