This sample chapter, taken from McGraw-Hill’s Introduction to Help Desk Concepts and Skills, examines the different ways help desks are organized and structured.

When determining a help desk’s optimal structure, IT managers must consider the number of supported users, the users’ geographic locations, the typical user’s level of computer experience and the number of supported hardware and software products.This sample chapter, taken from McGraw-Hill’s Introduction to Help Desk Concepts and Skills, examines the different ways help desks are organized and structured. After reading the chapter you’ll know the following:

• The differences between a centralized and decentralized help desk
• The five primary help desk structures
• The advantages and disadvantages of dispatch and tiered structures
• The difference between a product model and the business model of specialized help desk support
• The three reasons for outsourcing the help desk
• The two categories of certification available to help desk personnel
• The three stages of a help desk career
• The seven career paths for help desk employees.

Title: Introduction to Help Desk Concepts and Skills
ISBN: 007821677X
Published: September 17, 2003
Author: Susan Sanderson
Chapter: Chapter 2: Organization and People
Published by McGraw-Hill