ops 201 reading 03 - ElodieReb/reading-notes GitHub Wiki

Reading Notes for Class 03, Self-Paced Ops 201

Objective

Today's reading is relevant to what we are studying in this module as it provides an overview of the help desk role and highlights how a combination of hard and soft skills is required in order to be successful in the position.

Reading Comprehension

Title = Introduction to Help Desk Support Roles

The role of the help desk professional is to provide the first line of support for users when they experience a problem. In situations where the help desk professional is unable to fully resolve the issue at hand, it is important that they provide enough assistance so that the user leaves the interaction with a favorable impression of the IT department/group.

Things I'd like to know more about

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