Managed Help Desk for Attorneys Checklist

This document is a checklist designed for law firm leaders and practice managers to evaluate help desk support readiness and minimize IT downtime. It outlines several key areas of focus, including support coverage and availability, issue resolution and tracking, communication and escalation, remote support and tools, monitoring and proactive alerts, and knowledge base and self-service. Each section provides specific actions to be taken, such as documenting help desk hours, verifying after-hours support options, logging IT issues, defining internal incident reporting steps, and enabling remote access support tools. The checklist also includes a scoring model to assess help desk readiness based on the total number of checked items, categorizing the risk level into high, moderate, or controlled. Immediate red flags are identified for areas lacking documentation or processes, guiding users on the next steps to improve their help desk operations.