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Stories by Kym Gilhooly

First help is best

It's one of the realities of his job, says David Harkett, that almost anyone can recognize the costs of a badly run help desk, but few people understand the value of a help desk that solves problems quickly, consistently and with the fewest possible resources.
"The costs of a help desk is a bottomless black hole -- problems never go away," says Harkett, the help desk practice technical solutions manager at London-based BT Group PLC's BT Global Services unit. "It's not so much the money but how you spend it, how you maximize support while not overstretching your resources."

Written by Kym Gilhooly27 Oct. 03 22:00