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Positioning the Help Desk

The help desk isn't just the first point of contact for your customers. The staff should be the owners of problem management, which is one of the top three disciplines in IT (the other two are change control and production acceptance). One of the more commonly placed locations is under the desktop group, as depicted in Figure 8.

Figure 8 Positioning the help desk.

The help desk should be structured at the enterprise level, as shown in Figure 9. Help desk staff need to have authority and be able to support all groups equally.

Figure 9 Help desk at the enterprise level.

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