Chapter 27. Customer Support

This chapter is a macro view of customer support and helpdesks: what they are, how to organize them, how to manage them, and so on. The details of how to handle a call to the helpdesk are covered in the next chapter.

A helpdesk is a place, real or virtual, where people can get answers to their computing questions, report problems, and request new services. It may be a physical desk that people walk to, or it may be a virtual helpdesk that people access electronically. The helpdesk is the primary mechanism for providing customer support.

Nothing is more important than an IT organization’s helpdesk. It is the face of your organization. The helpdesk staff make the first impression on your customers and maintain your ...

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