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"I appreciated the additional resources you provided in the class. The list of URLs will really help my research."

Jose B.,
Operations Director,
Medical Supplies Company

Help Desk Resources & Links

The organizations and websites listed below are valuable sources of information for IT Leaders and help desk professionals.

Resources

	*It's Not About the Byte: Creating a Human Help Desk*, by Paul Chin, Sept. 25, 2006. Donna Earl contributed to this informative article about the need for basic social and interpersonal skills required for Help Desk Agents.
	Leading High-Performance IS Teams report from Gartner Group - Donna Earl was a contributing consultant for this report. To purchase the report, go to www.gartner.com, then enter "Leading High-Performance IS Teams" in the Search box at the top. Select the November 2002 result titled "Leading High-Performance IS Teams".

Links

	Gartner Group - Research regarding management, organizations, economy, technology.
	TARP - Customer service research studies and papers.
	HelpDesk.com - Help Desk Resources and information.
	allabouthelpdesk.com - One-stop destination to help find help desk information, articles, companies, products and services.
	Help Desk HQ - Categorized resource directory for everything about help desks.
	e-help-desk.com - Online source for Help Desk information.
	Help Desk Portal - Help Desk Portal offers resources for Help Desks.
	High Tech High Touch Solutions - Specialized consulting, systems integration, and conferences for contact centers and help desks.
	CIO.com - Resources for Information Executives.
	Society for Information Management - The premier network for IT Leaders.
	Assocation of Support Professionals - Organization and website for tech support professionals.
	CRMCommunity - Resources and publications about customer relationship management.
	Business Process Back Office Outsourcing - ARO Inc. is a USA provider offering healthcare, insurance, virtual, medical & financial call center services.
	Computeach International - Premier provider of technical IT training in the UK.
	MBA in London - London School of Business and Finance (LSBF) offers a range of innovative education programs and professional education courses.
	Affordable telephone sales training - Activia is a professional training company with twelve years' experience in delivering affordable and flexible telephone sales training courses in West London Slough Berkshire and Aylesbury Bucks.
	Microsoft Training courses - Instructor-led public scheduled courses, on-site and tailored training, London, UK wide. Competitively priced.
	Security Forums - Your Windows Security discussion boards and forums from SecurityForumz.
	Help Desk Software World - Directory of Help Desk software and information.
	Donna Earl Training - Customer service and management training by Donna Earl Training.

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