Information Week: Help Desks Think
Information Week: Help Desks Think BiggerThe help desk used to be the lowliest job in the IT department, and for good reason-help-desk employees spent all day answering simple, repetitive, unchallenging questions. That's changing. Users' questions are getting more sophisticated, and in response, the role of the help desk is evolving from one of troubleshooting to one of understanding and supporting business strategy.
Permalink | Saturday, October 20, 2001
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