1. Revealing the mystery behind Georgi Tunev Telerik Corporation www.telerik.com

3.  Different names, same meaning:  Support Analyst  HelpDesk Support  Service Desk Analyst  HelpDesk Engineer  HelpDesk Administrator 3

4.  Common myths:  Boring  Repetitive  Not so important 4

6.  Skills  Reading Comprehension  Critical Thinking  Writing  Teaching / Instructing 6

7.  Abilities  Problem Sensitivity  Written Comprehension  Information Ordering  Inductive Reasoning  Deductive Reasoning  Complex problem solving 7

9.  Answering support tickets  Creating Demos  Maintaining documentation  Creating demonstration applications 9

11. 11

12. Questions?