Information Technology continues to change at a fast and furious rate that shows no signs of slowing. Support requirements are increasing, while businesses are becoming global and demanding more support for technology. This paper focuses on the issues and challenges faced by organizations in setting and running a help desk for end users in an international environment.
Shah, Vivek and Martin, Roy
"Managing the information Technology help desk: An international dimension,"
Journal of International Information Management: Vol. 8
, Article 8.
Available at: http://scholarworks.lib.csusb.edu/jiim/vol8/iss1/8