Strategy, best practice, people management, technology, tools and
techniques are just a few of the topics covered in-depth by this
resource rich section where we bring you presentation materials from
some of the industry's most seasoned resources. Provided to you online,
all the time for your convenience.
Solving IT Incidents Faster! - by Kim Orava, Vice President of KOAN-IT Corp.
A Proactive IT Help Desk - by Edward Pham, President of RealIT Management Inc.
Knowledge-Centered Support: Principles & Foundations - by Judy Benda
Polar Bear Corporate Education Solutions - November 2003 Overview
Call Avoidance, First Call Resolution and Diagnose
before Dispatch Concepts - by Gene Wong
Help Desk Ergonomics - By Jeff Pajot
