Chapter 1. Introduction to Help Desk Support Roles
Help desk specialists require a wide range of skills to be successful. Their primary job is to help users, and the obvious skills they need are technical so that they can troubleshoot and resolve problems. However, they also need to have other skills and knowledge to be effective on the job.
This chapter introduces the support center, help desk professionals, users, and incidents (or problems) in four major sections:
The first section, “Understanding the Support Center,” provides some history related to computers and information technology (IT) and how the support center has evolved over the years. ...
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