The first thing I want to talk about is managing a help desk, I think that managing a help desk can be like running an emergency medical center, in a rough neighborhood, with no supplies, during an epidemic. I believe for some time now, help desk workers and their bosses have been surviving under these conditions, performing triage for some internal users, answering basic computing questions for others. But as in health care, practicing preventive care is more efficient and effective than rushing from crisis to crisis. I think that much of the knowledge and many of the skills for managing a help des