I have to organize the help desk. I have some thoughts and ideas. The project for which I have to do is a Web application. It has 5 servers in different time zones. We have something about 25 instances of our Web application and 8 entry points. The help desk is going to be split into different levels.
- Key users - Normal users can report issues only to key users. Only key users can proceed issue to help desk.
- Help desk - people with handbooks and defined "know how" workarounds and other solutions. They should also be able to get full knowledge about the issue from our users.
- Support team - They should resolve some simple code bugs and configuration bugs.
- The last part is development team. If some issue needs new feature development or it's a huge bug then this team should schedule it and resolve the problem.
I've got some concerns about 3rd point and the support team. What is the border between simple bug which should be left for support team, and which should be proceeded to development team? What do you think? For example if something will take 1 day/person it stays in support team otherwise it goes to development team? (If the task is longer).
And the second question: Who should be responsible for prioritizing tasks for support team? This is something what I don't know what to think of. :( Is the same Manager should/can be responsible for daily prioritization of support team tasks and development team tasks?