As with any other department, your IT department becomes more difficult to manage the more it grows. If you’re the only employee at your library, you probably don’t need formal help-desk policies. However, if there are 500 employees in your system, it’s more important to have some written procedures.
Communication between IT technicians and frontline staff breaks down occasionally, especially in mid-sized and large libraries. Frontline staff submit incomplete information about the problems they’re experiencing, and IT staff sometimes lose track of help requests. Help-desk management software offers several features to help improve communication. Most use a form of some kind to elicit detailed information from staff about where and when and how a problem started occurring. When someone submits a request, it goes into a queue so that no one gets preferential treatment.
There are many different ways in which you can manage and automate your help-desk…your approach has much to do with your current library environment and available resources. Do you have policies and procedures in place to help your staff handle tech support issues? Are you large enough that you could benefit from some help-desk management software? Do you have a regular maintenance routine for your computers? Are you making an effort to standardize your IT infrastructure?