09 Jun '11, 10am

The Help-Desk Efficiency Report 2010: Automating user help-desk request and launching self-service installs coul...

Two thirds of users in the United States and United Kingdom will wait up to a week or more for software they request through their IT help desk. Today, many users expect far higher levels of service from their IT departments than they have in the past. These users are tech-savvy and are used to getting the technology they need, when they need it. 1E is committed to helping its customers improve IT efficiency by identifying and reducing costs and waste. We commissioned Vanson Bourne to research IT help desk efficiency and user behavior in an effort to raise awareness of how help desk calls and costs could be dramatically reduced. This report highlights a number of challenges for many IT departments in organizations of all sizes. Over a third of users perceive little or no value from the money their IT department spends on them each year. Many users feel it would be quicker ...

Full article: http://www.greenbiz.com/business/research/report/2011/06/...

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