Help Desk Staffing Stable, Requires Ongoing Assessment

摘要

Because the help desk comprises a sizable portion of the IT staff, it can be a target for outsourcing and efficiency gains through improved processes and automation tools. Yet as organizations absorb more applications and technology, including smartphones and other mobile devices, they also can find a need to expand the help desk function. Moreover, enhancing the help desk function can lead to economies of scale in other technical support functions.