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Today's I.T helpdesk serves a complex and varied set of responsibilities. Helpdesk technicians are expected to address issues ranging from simple tasks such as showing users how to format documents in Microsoft Word to solving involved SAP reporting issues. Many helpdesks are setup as the "Single and First Point of Contact" for all internal customer service issues. This presents a growing challenge on how to both utilize your helpdesk staff in the best way and how to employ technology to make helpdesk functions cost-effective.
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