Driving Operational Efficiency: A Guide to Using AirWave 7 for Service Desk Troubleshooting
Source: Aruba Networks
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. There are dozens of different potential root causes for any of these three symptoms. Many, if not most, of these problems are related to client device settings or authentication issues that the service desk should be able to resolve quickly over the phone.