Justin Dover is a network administrator at Harpeth Hall School in Nashville, Tenn. He has presented at many conferences, including the Laptop Institute. Running an efficient computer help desk is a ...

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All people are equal, but not all IT help desk roles are. The differences in how those roles contribute to the help desk have a significant effect on workflows. This article examines the standard, ...

Support is a mission-critical issue for every enterprise. Employees, partners and customers all use enterprise applications and services. Users look for assistance when trouble strikes, questions ...