The rapid changes associated with a pandemic such as COVID-19 can lead to a massive increase in service desk calls. Employees need answers quickly while support staff are wrapped up in critical infrastructure projects. Connect users to the help and resources they need and prevent repeated calls to the service desk with a self-service portal. It doesn’t have to be perfect to start; focus on the information users need now, make it easily accessible, and communicate it widely, then improve upon it later.

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