how can I write a help desk report?

Answer 1

Do you mean, something like a "problem" or "incident" report, as we used to call them? We had a form, we filled out, to garner the specific information, with Caller's name; Caller's question; (date and time, of course); Symptoms (error message, system behavior, etc.); what the caller was doing at the time; brand of computer/other hardware...in as much detail as you may determine is relevant to the problem; version of operating system/applications, in as much detail as you may determine is relevant to the problem; details on the caller's attempt to reproduce the problem; details on the caller's attempts to troubleshoot; details on *your* ability to troubleshoot and/or reproduce the problem; and finally, resolution of the problem (date/time)