"desk level procedures" ?

Subject: "desk level procedures" ?
From: Jay Maechtlen <techwriter -at- laserpubs -dot- com>
To: TechWrl list <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Thu, 29 Aug 2013 14:10:27 -0700

I see the term "desk level procedures" in the context of created technical support documentation.
I gather that this means "for the help desk team"?

Any comments on how this is done versus user documentation?


Jay Maechtlen
626 444-5112 office
626 840-8875 cell

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