What is the first step in establishing a help desk?

Developing a team charter is an important first step for the help desk team. It's even more important for virtual teams because of the difficulty of imposing a bureaucratic structure on team members who are dispersed geographically. Each member of a virtual team is, in effect, a leader who relies on technology for communication. A well-defined charter, complemented by collaborative tools and the Internet, will enhance team development.

To be successful, team members must know what business processes they support, who their customers are, and what the expected end result is. A team charter incorporates these elements. It provides the foundation needed for establishing a clear set of objectives and common understanding of the scope and depth of the team's purpose for existence.