Cloud Computing: Help Desk Disasters
January 31, 2014
Grazed from Sys Con Media. Author James Carlini.
So many organizations switched to third-party help desk solutions without really putting in place any performance measures or tracking mechanisms to really measure how good – or bad – the support is. Some executives got a big bonus for "thinking out of the box" and coming up with a cost-cutting initiative to outsource IT help desks.
Those same executives do not want to hear all the complaints of people getting no results and wasting a lot of time in repetitive phone calls as well as no solutions to their problems. Even routine problems become time-consuming nightmares because the third-party support person on the other end doesn’t understand the caller or the caller just doesn’t understand them…
Was it a good solution for IT support? You may have saved some money on technical support costs, but how much executive time are you wasting everyday because the executive cannot get closure on a problem that would have been a routine (and short) support call? If you do an analysis, it’s a clear failure…
Read more from the source @ http://www.sys-con.com/node/2951226
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