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 ...

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