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with the increased demand, diminishing budgets and staffs, and rapidly evolving technology that can overwhelm even the staunchest of help desk managers and personnel. Help desk... on services that add value to your business Manage the enormous help desk work flow Use technology to improve help desk effectiveness Measure and improve help desk performance Market you... services to customers and management alike and much more. Table of Contents Chapter 1 - Getting Focused Help Desk Focus Defined Senior Management Input Working with Other IT Groups...

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