roles and responsibilities help desk organizational structures

1–2 pages

Assignment:

Your company wishes to ensure that the new help desk will be able to handle requests and problems from users at any time of the day; this will play an important part in the structure of the help desk. You also have the understanding that the executive management is keen to be able to support users who are not located at the central office, and as they grow the company, the help desk should be able to support users in remote locations.

Take this opportunity to describe to management a couple of important help desk organizational structures. Describe the advantages and disadvantages of a centralized versus decentralized environment. In addition, describe these various staffing structures:

  • Pool
  • Dispatch
  • Tiered
  • Specialized
  • Method

Finally, make and offer supporting material for your recommendation about how the help desk you plan to establish will be structured. Be sure to include a recommendation about being centralized or decentralized, and then explain how the staffing structure would be setup.

 
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