Hi guys. I am studying 3rd year of IT and Econometrics and right now I have licentiate deadline closing in 
I have about 1-1,5 month to write the whole thing. Lets say about 30 pages of text and 10 (or even more of graphs and images)
The topic of my work is very simple "Support orders in the IT support department"..
Not helpdesk but internal company IT support.
Which is overall. How support works in big comapny, what are each steps of the supporting, how to work in a team,
problem, recognition, ticket etc etc. Simple stuff.
Now.. I had 2 months practice in flextronics company as an IT support guy. You know - fixing pc, changing ram, installing pc's. Network management etc. Simple stuff.
They were using some online inter support system which name I don't remember.
Anyway. I am writing this about FICTIONAL company and with a FICTIONAL system names etc, so legal rights will not be harmed 
All I ask for is to share some experience from You guys who know something about this. Maybe some interesting articles (in english or polish) or dictionaries, books. Everything that could be useful for that type of paper. I don't want anyone to write this paper for me . Its my work. I only ask You to post links or experience if You stumble upon it. I am not copying anything I find directly into the paper. The antypirate system would pick it up immidietly. Those all have to be my words 
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