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An examination of the career, salary and training expectations of information technology professionals working in the help desk field.

机译：对在服务台领域工作的信息技术专业人员的职业，薪水和培训期望的检查。

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摘要

The Information Technology (IT) help desk positions serve as the gateway between the IT department and users. Although IT is one of the most employable job categories, and crucial for business, staffing these positions with properly trained and certified IT personnel and retaining them is a major challenge for IT help desk managers. What are the career, salary and training expectations of IT professionals working in the help desk field? This qualitative study used a phenomenological approach to examine the career expectations of IT help desk professionals through five focus groups in Pittsburgh, Pennsylvania and Washington, District of Columbia. While the participants in the focus groups were eager to stay in the IT field, the majority agreed with managers that the help desk position is a transition position in the career field. Training was a concern for both managers and the IT professionals for different reasons. The managers believed the IT personnel from which they had to choose for help desk positions were not properly certified and trained in appropriate areas, while the IT personnel believed there were no clear requirements. Salary expectations were met initially, but were considered inadequate after acquiring a few years of experience.
机译：信息技术（IT）服务台职位充当IT部门和用户之间的门户。尽管IT是最受雇的工作类别之一，并且对业务至关重要，但为这些职位配备经过适当培训和认证的IT人员并保留他们，这是IT服务台经理面临的主要挑战。在服务台领域工作的IT专业人员的职业，薪水和培训期望是什么？这项定性研究使用现象学方法，通过宾夕法尼亚州匹兹堡和哥伦比亚特区华盛顿的五个焦点小组来检查IT服务台专业人员的职业期望。尽管焦点小组的参与者渴望留在IT领域，但大多数人与管理人员一致认为，服务台职位是职业领域的过渡职位。出于不同的原因，培训是经理和IT专业人员都关心的问题。经理们认为，他们必须从中选择服务台职位的IT人员没有得到适当的认证和适当领域的培训，而IT人员则认为没有明确的要求。最初满足了薪水期望，但是在获得了几年的经验之后被认为不足。

著录项

  • 作者

    Flynn, William C.;

  • 作者单位

    Robert Morris University.;

  • 授予单位 Robert Morris University.;
  • 学科 Information Technology.;Information Science.
  • 学位 D.Sc.
  • 年度 2013
  • 页码 125 p.
  • 总页数 125
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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