Help Desk Not Much Help

See Also Stupid Questions at the Help Desk Help Desk workers are not beloved by the people they serve. End-users frequently find themselves waiting a week or more to get requests satisfied. And, often, these end-users must chase down requests to get them resolved. These and other troubling findings are revealed in the new study, “Help Desk Efficiency Report 2010,” from 1E, a software/services company that focuses on reducing inefficiencies in IT. The problems don’t all lie with the folks at the Help Desk -- organizations waste time and money with software-request procedures that are antiquated, and provide tools that end-users don’t even use. A number of end-users feel the solution remains within self-service IT. “Users should be free to choose the software they need to best perform their jobs,” says Sumir Karayi, CEO of 1E. “When they need a new application, they should be empowered to log on, find it and have it installed, almost instantly, so they can get on with what you pay them for.” More than 1,000 professionals from the U.S. and U.K. took part in the survey. To access the report, click here.