The headline of a recent article in Computerworld magazine grabbed my attention: “Help Desks Under Siege.” An image of angry workers armed with flaming torches popped into my mind. They were storming the help desk, calling for an immediate moratorium on rebooting and demanding basic rights like software that doesn’t require patches and updates. There were even rumblings of self-serve password reset capabilities.

A supply closet as an office? For employees who are responsible for the computing capabilities of an entire company? Shame on them.

Alas, the piece wasn’t about corporate coups d’etat (it’s a little far-fetched, I concede), but it did highlight the pressing issues help desks are facing today, in this sorta-kinda-post-recession era. Namely…

1. Efficiency

The piece’s author, Cara Garretson, mentions improvements that would make help desks more efficient, such as a central knowledgebase, remote control capabilities, and a database of standard responses to common problems. The problem, says Garretson, is that those improvements cost employee hours.

They don’t have to.

There are companies out there, outsourcers or “best-of-breed” service providers like us, Read more…

admin Help Desk Cara Garretson, CIO, CIO.com, computerworld, Customer Service, outsourcers, temps

This week’s batch of stories deals with the good, the bad and the ugly. The good news is that the decline in tech spending may be history. The bad and the ugly: Google’s customer service. Read on…

The Good: Forrester says the Tech Spending Downturn is Over — Huzzah!

Support requests can be sent only through e-mail, to which Google can take up to 48 hours to respond. Yes, two days.

Computerworld magazine reports that the tech spending downturn is over, according to a report released by Forrester. The research firm predicts that IT spending in the United States will increase by 6.6 percent in 2010, after falling 8.2 percent last year.

Even if Forrester’s predictions are correct, it will not necessarily mean a full recovery, according to Computerworld. Spending for 2010 will still be less than in 2007 and 2008. What’s more, the mag warns of the possibility of a double-dip recession – that is, a growth spurt, followed by another decrease of 3 percent to 4 percent. Cross your fingers.

The Bad and the Ugly: Lessons in Customer Service from Google Read more…

admin This Week in Tech News CNN, computerworld, Google, InformationWeek, Nexus One

You didn’t think you’d ever read the following: Reports are in and Windows 7 is proving easier to handle than its detested predecessor, Vista.

Coming up with a plan to manage the resulting IT hodgepodge will prove maddening for any CIO.

According to a recent article by Ina Fried in CNetnews.com, Microsoft is experiencing fewer support calls since it launched Windows 7 – about half of what it expected. It’s attributable in part to the new version’s higher quality, but also, writes Fried, to Microsoft’s efforts to increase the effectiveness of self-service with an experts’ forum called Microsoft Answers and its @MicrosoftHelps Twitter feed.

As if that wasn’t good enough news for Microsoft, here’s another report to add to the Windows 7 love fest: According to market research firm ChangeWave, Windows 7 satisfaction has stimulated corporate IT spending. Read more…

admin This Week in Tech News, Windows 7 CNET, computerworld, Gregg Kaizer, Ina Fried, Microsoft, Patrick Gray, Vista, Windows 7

The tech world’s knickers have been in a bunch these past few weeks. While Mozilla (makers of the Firefox browser) and Google (makers of everything else) are sniping at each other over Google’s new Chrome plug-in, the anti-Microsoft camp is warning of the dangers of the Ribbon. There is an upside: Out of all that griping we have two new tech terms (new to us, at least). Read and enjoy.

One reader asked Baker if she was “jealous much?” Another comment accused her organization of hypocrisy.

Ribbonize: (verb, derogatory) To remove universally familiar software menus and put in newfangled, Microsofty ribbons.

On Sept. 22, Computerworld magazine ran a piece titled “Mozilla plans to ‘ribbonize’ Firefox.” A week later, the magazine ran another piece, this one with the headline “Mozilla denies it will ‘ribbonize’ Firefox.”

What gives? Read more…

admin Tech Babble computerworld, Google, Microsoft, Mozilla, the Ribbon

After reading a recent rant on CIO.com, I’ve decided that Meredith Levinson is my new favorite blogger*. Her post, a response to Computerworld’s Best Places to Work in IT feature and accompanying sidebar 7 Tips for Keeping IT Employees Upbeat, was laced with vitriol, but it wasn’t wholly bitter. She included a speck of humor, and a heap of truth.

The Computerworld piece that raised her hackles included these suggestions for building employee morale: Read more…

admin Office 2007 Migration Assurance Program, ROI CIO.com, computerworld, Meredith Levinson, software support, Training