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- W2894782226 abstract "This article examines how the helpdesk function haschanged over the past three decades through examination of twocase studies. In 1985, the European shipment of PCworkstations overtook shipments of simple terminals (i.e., videodisplay units and keyboards, with very little processing power),instigating a revolution in end-user computing, with computerusers taking advantage of new word-processor, spreadsheet,graphics, email and database applications. This article looks attwo snapshots of end-user computing and helpdesk operationsseparated by a 30 year period – one at Glaxo Pharmaceuticalsin 1988, and the other at the University of Gloucestershire in2018. This case study research finds that whilst the range oftechnologies requiring support has increased markedly, this hasbeen counter-balanced somewhat by the emergence ofstandards and dominant products in many technologycategories. It also finds that the concept of support and the roleof the end-user have evolved significantly in a rapidly changingtechnology landscape." @default.
- W2894782226 created "2018-10-12" @default.
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- W2894782226 date "2018-10-14" @default.
- W2894782226 modified "2023-09-26" @default.
- W2894782226 title "The Evolution of the Customer-Centric Helpdesk: Two Case Studies" @default.
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