helpdesk managers
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Quocirca's Straight Talking: Print issues in black and white
Comment Contracts can be usage-based or cost-per-page, telling the customer upfront what the cost of printing will be each month and covering everything from the equipment and consumables, to maintenance and helpdesk support. [22 Apr 2008]
Symantec Antispyware Solutions
White Paper This growing concern has put enterprises at greater risk for decreased productivity, more helpdesk calls, loss of privacy, and potential legal liability. And while viruses and fast-spreading worms continue to pose a significant threat, the risks to... [11 Apr 2008]
Service Desk/Helpdesk Metrics and Reporting : Getting Started
White Paper This White Paper is for IT Service Desk and Helpdesk Managers who are trying to turn raw data gathered from IT Service Management into information on which informed management decisions can be based. The paper will be useful for those attempting to... [07 Jan 2008]
Incident Management - Do's and Don'ts
White Paper This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service Desk on ITIL principles, or moving a current Help Desk... [07 Jan 2008]
Sharp rise in demand for helpdesk staff
News There has been a massive increase in helpdesk support staff and IT project managers over the past year. Demand for junior and graduate entry-level helpdesk positions has increased by 45 per cent compared to the same period last year, according to... [23 Oct 2007]
Norwich Union automates HR enquiries
News Staff normally assigned to manning the staff helpline can now be reassigned to the managers helpdesk, which deals with complex issues and requires advice rather than straightforward answers. Norwich Union's HR department has rolled out a search... [15 Oct 2007]
Is offshoring creating UK tech divide?
News ReThink MD Jon Butterfield said the fear that higher value jobs could be offshored - rather than just helpdesk roles - is having a major impact on the UK tech jobs market. Offshoring is creating a divide in the UK tech industry by reducing the... [25 Sep 2007]
Password Self-Service: Taking the Strain Off of Helpdesks
White Paper But managing lost, expired or forgotten passwords can bog down a helpdesk and take valuable IT staff away from strategic projects. Because this authentication method is so important to resource security, IT managers can set up policies that require... [15 Sep 2007]
'DIY approach best for IT glitches'
News But IT managers and helpdesk staff were keen to defend their corner, with one reader saying: "Problems which affect production will take priority over individual problems. In response to the story last week, which revealed two-thirds of workers... [14 May 2007]
Helpdesk survey lukewarm on Vista
News Helpdesk and support software company Axios Systems on Thursday published the results of a survey that suggests only five per cent of IT managers are aiming to deploy Vista during 2007. The survey - of 240 IT directors and helpdesk managers of... [08 Dec 2006]
Think twice about Office upgrades - Gartner
News And despite Redmond's claims that Office 2007 will have improved graphical interfaces, the costs of supporting the suite through a helpdesk will actually increase in the short term as users get to grips with new features, according to Gartner. [23 Jun 2006]
Capgemini offers to manage your smart phones
News The new service will help the non-mobile savvy - whether end users or those in the IT department supporting them - configure a smart phone out of the box, which the IT services company claims can help cut support costs by dodging helpdesk calls... [16 Mar 2006]
Leader: Time for techies to break out of the IT crowd
Leader IT pros in the server room have long since developed a thick skin about the geek jokes but it can be more of a problem for those moving up the management ladder, who will often find they are viewed as nothing more than an extension of helpdesk... [30 Jan 2006]
Fashion giant improves business reporting
Case Study The company decided to migrate the system-built reports that were still in use to Webfocus: "We wanted to validate that we had identified the correct reports to migrate, so we removed all the other reports and waited to see who called the helpdesk... [29 Jun 2005]
Men paid more than women for same IT support
News Their underlings are not so fortunate: just 17 per cent of helpdesk operators surveyed get bonuses. Helpdesk operators were the most likely to change jobs regularly, suggesting they are less satisfied with their jobs and salary levels. [12 Apr 2005]
