If you’ve ever spent even one hour doing telephone support for computer users, you know it’s a tough job. And finding the right people to do that job is a huge challenge.

Apparently, staffing help desks is a hot topic among IT professionals. TechRepublic readers made Pat Vickers’ “Ten questions that can help you hire a good help desk analyst” the second most popular SupportRepublic article for 1999.
In 1999, the fifth most often read article was “Checking Y2K compliance from the DOS prompt,” and the fourth most popular article was “Download our collection of dumb user stories for 1999.” Ringing in at the third position, “Don’t sell yourself short when you bid on contract work.”