On the surface, it seems a no-brainer: Why pay extra to hire an outside company for desktop application support when the demand does not exist? This perception is confirmed by the small percentage of all help desk calls that relate to desktop applications. However, those numbers represent only a fraction of what truly exists.
Lesson 1: Icebergs and Undergrounds
In the common view of desktop application support, calls typically account for less than [Read more...]
In previous posts, I examined why corporate workers hesitate to call their help desks when stuck with a software quandary. I referred to the so-called stupidity factor, or fear of looking stupid, as one of the top reasons.
In an e-mail response, a reader pointed out an even greater obstacle, something he called the infuriation factor. [Read more...]
In a previous post (see Real-Life Help Desk Tales, Part 1), I touched upon why people don’t call the help desk when they need software assistance (fear of looking stupid, unpleasant past experience, assumed time investment). In this post, I will take a closer look at the stupidity factor. [Read more...]
Consider the following scenario: The entire staff of an elementary school was recently upgraded to Office 2007. When Teacher A began creating a new lesson in PowerPoint, which is something she does on a regular basis, she couldn’t figure out how to align her text.
After more than an hour of trial and error [Read more...]
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This blog is written by PC Helps staff who report on, debate over and sometimes complain about the latest trends, research, technologies and standards in the IT service management industry. We aim to create a forum where IT leaders, techies and anyone else can share their opinions and ideas. What’s on your mind?
Improved features for managing email on the iPad.
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