出版社：International Association for Computer Information Systems
摘要：What happens when the information technology you take for granted fails. While you may use email, or voicemail, a webpage, a smartphone, or a tablet to contact a help desk, in the end you are reaching out to another person for help. Who is this person and what are his or her career expectations. What skills best prepare new personnel working in Information Technology help desk positions. This qualitative, exploratory study seeks to shed light on these and other questions based on the responses of 23 help desk employees who participated in four focus groups held in Pittsburgh, Pennsylvania and one focus group held in Washington, DC. It appears that management needs to re - evaluate education and training requirements, develop career path opportunities, enhance compensation, and improve communication if they wish to hi re and retain help desk employees who give their best. Future studies might examine more effective training and certification to align with industry needs, as well as industry options for increasing longevity of technology help desk workers, including a sp ecialization and professionalization in help desk work within the field.
