phone helpdesk
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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]
Will's Web Watch: Let the train take the strain
Comment And there are helpdesk staff on the end of the phone, who can pinpoint your train and troubleshoot problems remotely if needs be (as I discovered on a previous journey). Actually, as I write that line the woman opposite me says, in broad Geordie... [04 Jun 2007]
CIO Essentials: DIY IT, virtualisation and WFH
News There are a number of important issues touched on in this item - helpdesk versus call centre, offshoring versus domestic, training of users and support staff, and the setting of expectation levels. That said, it is very frustrating to be... [22 May 2007]
Wi-fi trains arrive nine months early
News The company's commitment to providing wireless access for all customers is supported by a telephone helpdesk. Helpdesk staff are able to monitor the condition of the network remotely. Customers experiencing problems can call on their mobile phone... [31 Mar 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]
West Suffolk Hospitals NHS Trust Streamlines Staff Helpdesk Support With Hornbill's Supportworks
White Paper The helpdesk logs approximately 1200 calls per month, an increase of 33% over the last 12 months, and 75% of these are dealt with immediately either on the phone or via WinVNC for remote diagnostics. The Trust helpdesk provides support to 3,000... [15 Mar 2006]
Environment Agency cleans up with CRM
Case Study The Environment Agency's internal IS helpdesk is also using the same system to run its operations. It also means that technical staff can get on with their jobs without having to answer the phone all the time. [29 Sep 2005]
Symbian resolute in face of mobile virus row
News Doug Overton, head of communications at WDSGlobal, which handles around 100,000 helpdesk calls each month for customers of HP, Nokia, Orange, Sony-Ericsson and T-Mobile, agreed that the real issue is about proper configuration of mobile phones... [05 Sep 2005]
Mobile phone viruses "massively over-hyped"
News Doug Overton, head of communications at WDSGlobal, which handles around 100,000 helpdesk calls each month for customers of HP, Nokia, Orange, Sony-Ericsson and T-Mobile, said only 0.004 per cent of those calls relate to viruses. [02 Sep 2005]
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]
UK call centres are rubbish: Official
News The findings are a damning indictment on the level of helpdesk and call centre service in Europe and go some way to explaining why companies are now looking to move operations overseas. One recent tale of helpdesk woe at the incumbent telco... [17 Jun 2004]
'So there I was, locked in the ladies loo... texting my wife for help'
News The helpdesk. I was working on our North American Helpdesk and one of my co-workers was enjoying a day off. The helpdesk of course. Last week we asked you to tell us about sticky situations in which you've found yourself where a mobile phone became... [22 Apr 2003]
SMEs slam 'smelly' tech support staff
News Tendency of helpdesk staff to deal with problems in a patronising and over-simplified manner. Often you ring up for support and you have to leave a phone message and they say that somebody will phone you back, and then it's some hours before... [06 Feb 2003]
More helpdesk howlers
News Hearing that the company's email gateway had been shut down due to the virus outbreak, a suitably distressed member of the marketing department rang the helpdesk, stating that their machine at home was a Gateway too and should they send it back to... [22 Aug 2002]
Tales of helpdesk woe - really that funny?
Comment We've all heard tales of helpdesk woe. Then throw in the time/salary being wasted by skilled helpdesk staff answering these enquiries and the damage done by malicious file attachments opened in error and the downtime and time spent backing up files... [13 Aug 2002]
