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Surveying the help desk users' level of satisfaction is also a useful tool, experts say. These results need to be shared with both the help staff and their clientele, to make sure their perceptions of the service level match, Seay said.Contrary to how it may appear, a busy help desk is not necessarily a bad thing, Johnson said."It's a sign of success -- you know, `If you build it they will come.' Word of good support travels fast," Johnson said.Yet companies must be realistic. Even a skillful help technician cannot be expected to be an expert on all those products."So you have to have them equipped with virtual knowledge," Seay said...
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