Chapter 13. Helpdesks

This chapter is a macro view of helpdesks: what they are, how to organize them, how to manage them, and so on. Handling a call to the helpdesk is covered in the next chapter.

A helpdesk is a place, real or virtual, where people can get answers to their computing questions, report problems, and request new services. It may be a physical desk that people walk to, or it may be a virtual helpdesk that people access electronically.