As an integral member of the Lync 2010 rollout and adoption team, the help desk representative is responsible for managing all aspects of the Lync rollout support effort. The person filling this role is involved in tasks such as planning for potential support issues, creating a ticketing and tracking system for Lync, and making sure help desk personnel receive the appropriate training.

Proceed to the next topic, Help Desk Checklist, to see a list of tasks that help desk representatives should complete during the Lync rollout and adoption phases.