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Help desks must help themselves: With no relief in sight, help desks need to be given the right resources.(Industry Trend or Event)Author/s: Stannie HoltThe internal help desk has a precarious position in today's enterprise. Like Rodney Dangerfield, the help desk staff often gets no respect from its internal customers nor from executives who see them only as a cost center. But other times, like Obi-Wan Kenobi in Star Wars, they're your only hope.Insiders say that even though information technology is essential to productivity these days, minding the help desk is a thankless job whose burden will only increase over the next few years as IT's size and complexity multiplies. But there is a light at the end of the tunnel: Better-designed applications, more effective integration, and more Web interfaces could cut down on the IT clutter and therefore the help desk workload -- but not for years to come."The trend for service centers [or help desks] today is we get more and more stuff to support and more and more [IT] complexity," said Renee Seay, senior manager for IT Customer Service at semiconductor maker AMD, in Sunnyvale, Calif.Analysts say most large organizations use 30 to 50 different applications and types of hardware. Some companies have separate help desks for different products, but most prefer the convenience of a centralized service desk.According to Kurt Johnson, vice president of service management at the Meta Group, in Stamford, Conn., in the past decade the number of calls to internal help desks has risen from one or one-and-a-half per employee per month to two calls, and is likely to hit three or more within a few years.There are several reasons for this growth, and they are not all bad, according to Johnson. First, there is "the continued proliferation of technology on the desktop," he said.For example, enterprise resource planning (ERP) vendors such as SAP are trying to expand the scope of their manufacturing and financial- oriented applications so a broader range of people can use them.Moreover, many ERP vendors are offering self-service features, such as letting all employees directly look up their available vacation days, which means everyone must have access to these applications, not just the human resources department, Johnson said.On the other hand, such self-service applications can also be a good way to cut down on calls by letting employees look up their own answers on a FAQ list or database, according to Cecil Lawson, director of executive services at Remedy, in Mountain View, Calif.
and built for the everyday professional, technical specialists and other office staff. That really relies on a
Technological developments and improvements have allowed for businesses to communicate information faster and better by the use of email, live chats, and video teleconferencing. These enhancements allow for a faster flow of information in which a business can easily distribute and receive responses in real-time from its customers. It helps employees to function more efficiently by using software programs such as word processing, spreadsheet tools, statistical analysis software and computer aided design programs. With the growth of the internet and social media, businesses expose its products to a larger customer base. Others advances such as inventory management software are able to track and fill orders, and replace stock when the volume fails a pre-determined quantity at much faster rates. Digital storage of documents and information on servers and multi-media storage
According to Tuncay Bayrak, in his paper, IT Support Services For Telecommuting Workforce, in new era of technology, organization faced many radical changes. The changes involved from traditional workplace into more technology ways. With the existence of various types of software that enable long-distance communication, telecommuting workforce has been evolved. Nowadays, the organization was transformed to become a network-based operating structure where employees are not tied to the workplace. Every day, the rank of telecommuter job continues to grow. Telecommuting job allows employees to work from home or remote locations across the world. The question is what is the different service support that was provided by the organization for telecommuter and traditionally employee in a regular office. The aims of this study are to explain many types of support service for telecommuting employee that can be provided and the different support service that needed for telecommuters and desktop computing. The goal of this paper is to provide a framework to help IT manager to solve the issues in increase their potential benefit of providing good support service.
...6. Fisher Center for Information Technology & Management, University of California in Berkeley. June 1995
Robert Probst, a designer who worked as the Director of research for office of furniture manufacturer, Herman Miller Inc., developed the “Action Office”, it was a proposition for an altogether new kind of space, a design which had plenty of work surfaces and display shelves; partitions were a part of it, intended to provide privacy and places to pin up works in process. This is how the office cubicle came into being. Today, it is estimated that more than 40 million North Americans spend their working lives in cubicles, with many of them passing more waking hours in the closed-office environment than in any other—even their own living rooms.
“Office Space” is a comedy movie of a man who desperately hates his job and his boss. The movie begins with Peter Gibbon’s daily life story at Initech. At work, Peter has to deal with his indifferent boss, Bill Lumbergh, who doesn’t want to listen to his employee’s feedbacks. Lumbergh seems to be an ignorant and arrogant man who dictates his employee and doesn’t want to be blamed at all. Moreover, Lumbergh asks his employee to come to work on weekend. The atmosphere in the office is getting more intense after Lumbergh announced that Initech is bringing in consultants to increase the efficiency of the company. Peter was very frustrated with everything in the office and he felt that his life even more miserable with each passing day at work. The following day, he decided to come to see a hypnotherapist in order to help him to have more positive outlook on life. Before the hypnotherapist finishes his hypnotic therapy on Peter, he has a heart attack unexpectedly and then dies. However, Peter was still under the influence of hypnosis and fails to come back to his normal state. The next day, Peter sleeps all day long – he actually supposed to come to work – and ignores all calls from his boss. On Monday, Peter comes to the office to have an interview with the consultants. Here, still under the influence of hypnosis, Peter blatantly tells everything he felt about the company. He even tells the interviewers that he only stare at his desk – looks like he is working – for hours to spend his time at work. In the end of the interview, Peter says that actually he is not lazy, but he has a problem with motivation. Peter has eight different bosses who will come by if Peter makes mistakes, so the only motivation that Peter has is not to be hassle...
Grover, G. (2002). Career information center eighth edition, computers, business and office. (8th ed.). Michigan: visual education corporation.
Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, 2014-15 Edition, Computer Support Specialists, on the Internet at http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm (visited March 26, 2014).
Bulchand-Gidumal, J. (2009, December 12). Redesign of the IS/ICT help desk at a Spanish public university. Retrieved January 16, 2010, from Springer Link: http://www.springerlink.com.ezproxy2.library.drexel.edu/content/n37027634m511868/fulltext.pdf
Sadly, many people refuse to face the onslaught of computer technology. A 1994 survey conducted by Dell Computers indicated the 55% of Americans are phobic or resistant to computers (Column). In addition, many important people, including CEOÕs of major companies, are rumored to be computer illiterate (Column). The former CEO of IBM even admitted to never using a computer (Column). Fortunately, PC’s are becoming more and more user friendly as the technology improves. Fewer errors, less maintenance and quicker functioning should encourage many reluctant people to finally step into the new era.
The recent revolution of internet and dot-com boom has brought more people familiar to computers and the Internet. It seems like that we can hardly find our way through everyday life with out using or having an internet connected computer next to us. The way we think, live, and communicate was changed once for all with the invention of networked communication of computers. Computers are no longer a piece of machine that sits on top of our desk for us to admire the marvelous technology brought by the geeks and freaks of 80's, but for us to constantly use and put in to work. And in a way, environment which we live in, the society, schools, jobs, forces us to make friends with that technology. Just like when you don't have a telephone you will have hard time communicate with meeting with your friends, absence of instant messaging programs, or ability to use one, will place you out of the circle of events happening with the friends, or don't let you do the work as fast or as good as the one who uses the technology. This is one of the reasons why increasing number of people choose to have computers and internet as a prime communication tool not only between friends and for socialization, but for everyday life. People are increasingly finding new ways of getting things done not by the waiting at the other end of the phone line, but clicking the way through a certain web pages, or typing their message on emails and messenger program. On-line part of the business of almost all industries, not only limited to the dot-com companies but other 'traditional' businesses as well, has been increasingly finding it self positioning more valuable and growing in potential. We are all too familiar with the online shopping sites and class websites that we use almost everyday in a very handy way of getting things done.
Consumers desire timely, resourceful help at their fingertips. Plus, the cost of call centers can be expensive and difficult to manage.
Technology can displace numerous examples of workers in service industries. Shop fronts such as banking, real estate, travel and many more, are disappearing. Small retail food outlets continue to collapse, with the growing supermarkets and food chains organized around computer technology, and on- line shopping from home. An even completely automated home-computerized service such as a hardware and software package called “Jeeves” is now available. Business management and company directors are finding voice activated lap top computer secretaries far more reliable and efficient than the human
Computers are forever present in the workplace. Word processors-computer software packages that simplify the creational and modification of documents-have largely replaced the typewriter. Electronic mail has made it easy to send messages worldwide via computer communication networks. Office automation has become the term for linking workstations, printers, database system, and other tools by means of a local-area network. An eventual goal of office automation has been termed the 'paperless office.' Although such changes ultimately make office work much more efficient, they have not been without cost in terms of purchasing and frequently upgrading the necessary hardware and software and of training workers to use the new technology.
Advances in technology have changed businesses dramatically, in particular the communication and information technology that are conducted in firms, which changed the appearance and pace of businesses over the past few decades. ICT in particular, has evolved a lot over the past 30 years; important information can be stored in computers rather than being in drawers enabling information to be transferred at a greater volume and speed (Guy, 2009). ICT has also expanded various forms of telecommunications and workload conducted in businesses, internet examples of this include: e-mails can be used to communicate with others...