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Help Desk Organization
Organization – Defining Responsibilities
Organization – Centralized or Decentralized
Organization – Specialist or Generalist
Organization – Customer- or Product-Based Groups
Organization – Organizing Skills
Organization – Separation between IS and the Help Desk
Organization – Unofficial Support
Call Management – Call Management
Call Management – Documenting the Call
Call Management – Call Tracking
Call Management – Escalation
Call Management – Communicating with Users
Call Resolution – Call Resolution
Call Resolution – Customer Self–Help
Call Resolution – Solving the Problem
Call Resolution – Determining the Problem
Organization – Unofficial Support
