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why is it important for the help desk to provide users with a single point of contact?
Information Management Subject.
It creates a "brand" so that users ignorant of technical issues don't waste everyone's time by calling and bothering the wrong people.
It also serves the same purpose as a departmental secretary-- by knowing who is and isn't available...who's on vacation, etc.
It also serves as a triage...solving the simpler problems so that more experienced analysts can focus on project work or new issues.
Finally, it can provide an entry-level position where new hires in IT can quickly come up to speed in the organization before moving into more advanced analyst positions.
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