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This chapter is from the book

Objectives

  • Define the key terms related to help desk support roles
  • Describe the primary role of the support center
  • Summarize the services provided to users
  • List and compare the different tiers of support
  • Describe the skillsets required of successful help desk professionals
  • Compare different user categories
  • List and describe the steps in a typical incident process
  • Explain the benefits of tracking incidents

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