Home > Articles

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

Pearson IT Certification Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from Pearson IT Certification and its family of brands. I can unsubscribe at any time.