 | Introduction to the Help Desk
Upon completion of this lesson, the learner will be able to:
- Discuss the reasons for which technical support has become more important in organizations.
- Describe the role of a help desk.
- List the three types of technology used in organizations.
- Discuss how users differ from one another.
- List the five major problems that users experience.
- Describe the components of a successful help desk.
- Identify five important skills of support specialists.
- Discuss the most common help desk processes.
- Describe the types of tools used by a help desk professional.
- Discuss how help desk performance is measured.
|