The following are a few quick steps for getting started.
Secure Help Desk Representation on the Lync Rollout and Adoption Team
The help desk representative on the Lync rollout and adoption team manages all aspects of the Lync rollout support effort. Responsibilities include planning, support staff training, and the creation of new resources and procedures, as appropriate. The help desk representative also provides the team with whatever data is required as part of your measurement and reporting plan. For details, see Assembling the Lync Rollout and Adoption Team.
Develop the Help Desk Training Plan
The IT department, training team, and support team, including help desk, should work together to develop a help desk training plan. Typically, the training plan includes the same resources that are used to train end users and additional training resources about processes for coding service requests, troubleshooting issues, and escalating service requests. For details, see Find a Training Plan and Troubleshooting Clients.
Identify Required Changes to Intranet Resources and Internal Processes
With the introduction of new products and product versions, updated content will be required on the Help and training intranet site. In addition, new taxonomies should be developed for coding service requests. Also, a new forum entry might be needed for new products or product versions so that the support team has a place for discussing issues and resolutions. Common issues are provided as a resource (see Troubleshooting Clients at the Lync Server TechNet Library), but you can supplement this information with issues identified during the pilot or rollout.
Schedule and Conduct Help Desk Training
The level and amount of help desk training will vary depending on the milestone, the technologies being rolled out, and the allocated budget. For details, see Find a Training Plan and Troubleshooting Clients.