This chapter is from the book
This chapter is from the book
This chapter is from the book
This chapter is from the book
Objectives
- Define the key terms related to help desk support roles
- Describe the primary role of the support center
- Summarize the services provided to users
- List and compare the different tiers of support
- Describe the skillsets required of successful help desk professionals
- Compare different user categories
- List and describe the steps in a typical incident process
- Explain the benefits of tracking incidents