Briefly describe situations where user support staff perform management tasks.
What will be an ideal response?
User support management encompasses a variety of positions. In many organizations, a help desk or user support manager directly manages the user support staff. The managers of large support groups may oversee one or more supervisors or lead workers who in turn supervise a team of support agents. Even small support groups may assign some project leader or coordinator responsibilities to user support workers. A user support staff member may be assigned a project to learn the details about a new software or hardware product and then disseminate information about it (documentation, training, and anticipated user problems) to other support staff.
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