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A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [2] studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but ...
Tier II (or Level 2, abbreviated as T2 or L2) is a more in-depth technical support level than Tier I and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting ...
Determine if management defines the help desk mission statement. Also, the auditor should evaluate whether management has established clear responsibilities for the help desk. Evaluate the help desk service level by determining the management's methods of performing services. This can be accomplished by asking these questions:
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In business and project management, a responsibility assignment matrix [1] (RAM), also known as RACI matrix [2] (/ ˈ r eɪ s i /; responsible, accountable, consulted, and informed) [3] [4] or linear responsibility chart [5] (LRC), is a model that describes the participation by various roles in completing tasks or deliverables [4] for a project or business process.
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