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The Practice of System and Network Administration, Second Edition by Thomas A. Limoncelli, Christina J. Hogan, Strata R. Chalup

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Chapter 13. Helpdesks

This chapter is a macro view of helpdesks: what they are, how to organize them, how to manage them, and so on. Handling a call to the helpdesk is 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.

Nothing is more important than your helpdesk; it is the face of your organization. The helpdesk staff make the first impression on your customers and maintain your relationship, good or bad, with them. The helpdesk staff fix the daily problems that are part of living with modern computers and are ...

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