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As you continue to build the help desk, you want to ensure that all of the tools are in place and that the analysts have the tools needed to resolve issues as they are reported. First, you want to understand and be able to report what the steps in problem solving entails. The following are common steps when solving issues:Identifying the problemDetermining the cause of the problemGenerating optionsEvaluating and prioritizing optionsDetermining a course of actionDescribe each step in detail, and discuss the issues and deliverables that exist at each step. To help ensure that the infrastructure is in place for the analysts, describe what technologies need to be in place at each step for you to enable your help desk analysts.
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