I have been assigned the task to setup a helpdesk tool for my organization, but presently I have decided on MESD, but the challenge here is that I don't know where to start from, I need to know what is needed from the organisation and the departments before I go on, I thought I could just start off with prior knowledge of workings but I realized it won't be possible ,

So am asking anyone out there with a document for starters for helpdesk configuration or something in that line