The Importance Of End-User Policies And Procedures Part II

Help desk managers have a duty to protect company assets by reporting any unauthorized software and hardware installations. But what specifically can the help desk manager do?

That answer depends on how your information technology department is staffed. In some organizations, the same person who administers the network is also the person who oversees technical support operations. In other organizations, the help desk manager may have to get support from the network administrator to establish security policies or to physically lock down user machines.

No matter who has ultimate authority, the help desk manager is usually the first person to learn about unauthorized installations. Users inevitably make the mistake of calling for help getting Quake to run on the network or installing the nifty new USB port they bought over the weekend. Help desk analysts should inform management as soon as they find out someone is installing (or trying to install) unauthorized applications and devices.

No one likes to be told what to do. The problem with trying to tell people they cannot do something is that they push back. Everyone wants to know why they cannot just install whatever software or hardware they need on their machines. Without any policies in place, users will likely assume they can install whatever they choose, with or without help from the support team.

Tags: end-user policies, tech support, technical assistance