When implementing a help desk, the most strategic method to follow is the Information Technology Infrastructure Library (ITIL) best practices.

An ITIL best practice help desk must provide:

• Single point of contact for IT interruptions
• Communication equipment, surveillance systems, or phone consultations
• Tracking capabilities of all incoming problems
• Problem escalation procedures
• Problem resolution

Implementation of best practices for help desk services is outlined in the service management best practices section of ITIL

• Knowledge Management:
  The CEG help desk system that improves operational efficiencies by reducing the time spent to rediscover previous incidents or historical problems at client location.

• Problem Management:
  The CEG help desk has a system that gathers information during incident management to help spot problems. This system will identify the root cause of frequent recurring incidents by capturing information in a knowledge base.

• Access Management:
  The CEG help desk acts as the keeper of the user accounts along with password resets. Single ownership by the help desk will ensure quicker response time for users with username or password problems.