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Super Users to the Rescue!

You may not know it, but the first line of support in IT is not the help desk or Service Desk.  Instead it is a special group of users in your organization who have taken it upon themselves to help their fellow coworkers.  In ITIL, these special people have been given a formal designation - Super User.

Who are these Super Users and what have they been doing behind your back?  Let's take a look at what a super user is, and how they can help you out.