Table of Contents
Preface x
Introduction to Help Desk Concepts 1 (32)
Help Desk Operations 33 (34)
The People Component: Help Desk Roles and 67 (36)
Responsibilities
The Process Component: Help Desk Processes 103(54)
and Procedures
The Technology Component: Help Desk Tools 157(58)
and Technologies
The Information Component: Help Desk 215(36)
Performance Measures
The Help Desk Setting 251(32)
Customer Support as a Profession 283(34)
Appendix A Job Descriptions for the Help Desk 317(8)
Appendix B Help Desk Resources 325(6)
Glossary 331(12)
Index 343
