A Responsive IT Helpdesk Is Essential. Can You Count on Yours?
When something’s wrong, you want a responsive IT helpdesk. It’s an all-too-familiar scene: in an office complex somewhere near you, an employee is fighting with a computer. Something that has always worked, something that’s supposed to work, something the employee needs to do their job— you guessed it, it’s not working. At this hypothetical company, there’s a structure in place to solve problems like this: the IT helpdesk. In theory, the employee should just call the helpdesk to get the problem solved. But the employee doesn’t call the helpdesk right away. They spend 30 minutes, an hour, maybe two trying to solve the problem themselves. They bother a tech-savvy coworker or loop in their manager. Two or three people — none of whom is trained for it — now sit around the computer, poking through menus and Googling the symptoms. This not-so-hypothetical scenario plays out countless times every day, wasting too many resources and destroying worker focus and productivity. If you’ve lived it,...