 | Organization and People
Upon completion of this lesson, the learner will be able to:
- Describe the differences between centralized and decentralized help desks.
- List the five primary help desk structures.
- Discuss the advantages and disadvantages of dispatch and tiered structures.
- Explain the difference between a product model and the business model of specialized help desk support.
- List three reasons for outsourcing the help desk support function.
- Describe the two categories of certification available to help desk personnel.
- Discuss the three stages of a help desk career.
- List seven career paths for help desk employees.
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