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Helpdesk step-wise documentation for common scenarios

Created: 03 Apr 2013 | 3 comments
ssteele's picture

Does anyone know if this has been created by SYMC or shared by a partner? We can create something for our clients -- a combination of admin guide excerpts and our own tips/tricks -- but I'd rather not "recreate the wheel".

Think of a document that guides a helpdesk rep on what to do when a user calls, can't log in, as helpdesk resource I first click A, then do B, then read C to user, etc.

Thanks,
-Sean

 

Operating Systems:

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Alex_CST's picture

I am not sure there is such a thing.  It wouldn't take much to do though, as a WDRT admin (I hope your helpdesk staff are WDRT only admins!) its only 3 screens and you're there

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ssteele's picture

Yep, for WDRT it's straightforward and easily documented (or re-documented). There are a number of use cases we'd like documented, though -- just hoped there was a Helpdesk-oriented doc already out there.

--
Sean Steele, CISSP, CISA, CRISC
Sr. Security Consultant
infoLock Technologies
202.509.9535  direct
202.270.8672  mobile
ssteele@infolocktech.com&

PGP_Ben's picture

There is some various how-to videos that we created which might assist with this. See here:

http://www.symantec.com/docs/HOWTO59093

They are more driven to the end user, but might be useful in training your helpdesk on how to assist end users?

We also offer individual administrator training courses for a fee. You would just need to get in touch with your partner or sales contact to arrange this.

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