The desktop support industry is evolving at a rapid rate. In addition to increases in the numbers of calls to the traditional landscape of telephone-based Help Desks, the advent of ecommerce is causing ticket incidents to skyrocket. Help Desks are expanding and taking on more specialized assistance providing, at the very least, basic support to Lines of Business (LOBs) and their customized application software. This document focuses on four emerging areas - self-help, e-mail, remote management and the use of a knowledgebase - and their corresponding impact on Help Desk productivity.
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