Help Desks are the first line of assistance for users when it comes to their user experience with technologies. While the service centers play an important role supporting the success of these applications for the business needs, the help desk information needs are sometimes left unattended. They have to compose with end-user documentation or the administration information, or create their own hybrid mix as the needs arise.
Here is how I typically prepare for a service engagement to bring our experience to the Help Desks:
1- Deep dive into the functionalities enabled at the site
A good understanding of the functionalities used by their users, complemented when it makes sense with how it works in the background, is a wise investment.
2- Review related processes
Often tasked to execute common processes like creating users, groups, fixing issues, a review of these processes can not only ensure they are well understood but it can help unveil some outdated practices or potential improvements that have become available since.
Of course! Troubleshooting scripts. Ensuring they are aware of the existence of valuable information to use it or pass it along. Where to be plugged in to be in the know of the latest. Where they can exchange with people in similar roles using the same technologies. And so on.
When I prepare for such engagement, I often review IBM's own help desk information to identify the popular requests. That's another way of making our customers benefit of the experience of the bigger IBM team.