Training for help desk analysts

I manage a help desk of 18 analysts in a 24×7 call center supporting Windows XP/Office 2003 in a heavily managed/locked down environment.

I’m finding it harder and harder to hire for the help desk position – as the environment becomes more “managed” the job becomes less “techie” and more about basic troubleshooting and following the correct process. Since the techies I used to hire don’t really want this type of job, I’m hiring more and more entry level analysts but then having trouble finding the resources to train them.

I’m looking for suggestions – anyone know of good CD-based or online training out there or have other ideas? One program I’m looking at is from quickcert.com.