Last month, the Robert Half agency sent out its “IT Hiring and Skills Report,” with results showing that most CIO’s surveyed “plan to maintain” their company’s staffing levels, at least through the third quarter of this year; the survey is conducted by an independent research firm.

When a customer picks up a phone and calls for support, they will be in contact with your company’s first line of defense.  The help desk technician will guide them through their problem, putting their problem-solving skills and knowledge of the product to good use.  At least, that is the hope – and the point.