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 16th Annual Salary Survey, Computerworld,
October 2002.
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 16th Annual Salary Survey, Computerworld,
October 2002.
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.
