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In a typical IT organization, the service desk takes incoming user support calls and determines whether the problem is an individual user or device issue or a broader network issue that might affect multiple users. The service desk itself is usually handles the individual user problems and escalates broader network issues to the network engineering or network operations team. With wireless networks, most user complaints boil down to one of three observable problems: I cannot connect to the wireless network, the wireless network is slow, the connection keeps dropping.
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