Breaking into Information Security

Chapter 1.3

Tier 1—Help Desk

Abstract

The Help Desk is a common part of larger information technology environments. It provides a single physical place, phone number, email address, or other communications channel to what are typically the most basic and least experienced information technology people in the company. The help desk is where a “people person” is appreciated, but not always valued.

Keywords

Help desk

call center

assistance

social skills

telephone

trouble ticket

troubleshooting

Introduction

“Don’t Panic.”

— Douglas Adams

The Help Desk is a common part of larger information technology environments. It provides a single physical place, phone number, email address, or other communications channel for what are typically the most basic ...