Summary

All in all, the voracious appetite for PCs and related equipment and software should continue to fuel demand for help desk and PC support professionals. Customers are demanding 24 by 7 service (often via the Internet) which is going to put additional pressure on corporations to increase their level of technical support to ensure system stability and increased up time of PC systems.

ⁱ Helpdesk Salvation, Sean Doherty, Network Computing, April 2, 2001, URL: www.networkcomputing.com/1207/1207f1.html.

ⁱⁱ Good Help is Hard to Find, Polly Schneider, CIO Magazine, April 15, 2000, URL: www2.cio.com/archive/041500_help_content.html.

ⁱⁱⁱA Guide to Help Desk Concepts, Donna Knapp, Course Technology, Cambridge, MA, 1999, p. 3.

^iv Running an Effective Help Desk, 2nd edition, Barbara Czegel, John Wiley and Sons, New York, 1998, pp. 357-58.

^v 14th Annual Salary Survey, Computerworld, September 2000.

^vi How to Manage the I.T. Helpdesk, Noel Bruton, Butterworth-Heinemann, Oxford, UK, 1997, pp. 194-195.

^vii Running an Effective Help Desk, 2nd edition, Barbara Czegel, John Wiley and Sons, New York, 1998, p. 82.

^viii Information Technology Careers: The Hottest Jobs For the New Millennium, Drew Bird & Mike Harwood, The Coriolis Group, LLC, Scottsdale, AZ, 2000, p. 142.

^ix Information Technology Careers: The Hottest Jobs For the New Millennium, Drew Bird & Mike Harwood, The Coriolis Group, LLC, Scottsdale, AZ, 2000, p. 149.

^x 14th Annual Salary Survey, Computerworld, September 2000.

^xi Information Technology Careers: The Hottest Jobs For the New Millennium, Drew Bird & Mike Harwood, The Coriolis Group, LLC, Scottsdale, AZ, 2000, p. 151.

^xii Road Map to Certification, Ed Tittel, Certification Magazine, May 2001, URL: www.certmag.com/issues/may01/feature_tittel.cfm.