How to Handle a Help Desk

I just had an article published on Tech Republic (http://www.techrepublic.com/) you can see it here - http://tinyurl.com/4aw3rs.

I deal with help desks on a weekly basis and have learned a few tricks from not only being the customer but I spent 10 years answering the phones for various companies (ex: Hewlett-Packard). Having been on both sides of the phone I can tell you that things go much better when you keep your temper and document EVERYTHING!