Chapter 10. The Help Desk

Introduction

The help desk can and should be the lifecycle element that is the first line of contact with the IT infrastructure for problem support and resolution. The help desk is a remote set of resources accessed by a number of means (but usually by phone) that are available to end users during certain hours of availability to answer and respond to IT questions that may arise.

The help desk is one of the fundamental aspects of lifecycle management and is a function in which the competency level needs to be high to satisfy the requirements of the installed base of end users. The help desk hours are variable from business to business, and can range from 24×7 to a weekly window excluding weekends.

The help desk is also ...

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