Articles about helpdesk

BOFH: Press 1. Press 2. Press whatever you damn well LIKE

Episode 14 "You're the one who wanted it," I tell the Boss in response to his fuming. "I didn't bloody want it at all!" "Yes, you distinctly said you wanted some call screening that would filter out the timewasters who hadn't read the FAQs from the helpdesk queue." "Yes, but I di-" "It had to be FIFO, had to be able to distinguish …
Simon Travaglia, 18 Sep 2015
keyboard with 'Help' key

Employees love their IT departments (almost very nearly true)

Haters gonna hate, but not corporate employees who actually quite like the support their IT departments provide. That’s according to a survey of 2,500 staffers in Australia, France, Germany, the UK and the USA that landed on our helpdesk this week. When asked to give a letter grade, more than 80 per cent of respondents gave …
Drew Cullen, 17 Jun 2015
paper cut-out men holding hands in linked semi-circle

Legal biz Irwin Mitchell outsources majority of IT to Esteem

Law firm Irwin Mitchell is to outsource IT operations to Esteem from Monday, with the “majority” of staff expected to be TUPEd across, although some are refusing to relocate 200 miles to the Woking call centre The desktop support function was already contracted to Esteem at the end of 2012 for £1.7m with 15 people joining the …
Paul Kunert, 13 Apr 2015

You 'posted' a 'letter' with Outlook... No, NO, that's the MONITOR

Something for the Weekend, Sir? “Sorry to bother you. Are you busy?” Instinctively, I look at my watch. Here we go. Bet you he’s going to ask me to fix something trivial. “Don’t worry, Bill,” I reply. “What’s up?” “The computer web isn’t working.” Ah bless, the guy’s long past retirement age but still hangs in there. In fact, he’s a bit of an …
Monty Python

I am NOT a PC repair man. I will NOT get your iPad working

Something for the Weekend, Sir? Alistair Dabbs is recovering from the dreaded lurgy, but still none too chipper this week, so we’re happy to let him linger in his bath chair and tartan blanket once again. No doubt his neighbours will be concerned though, if this repeat publication from 2013 is anything to go by. “My nephew bought me one of those iPad things …

Wanted: a new IT service desk for up to 200 users. Nothing fancy

Readers' corner Reg commentard PaulW is looking to install a new IT service desk and is opening up to the wide audience that is The Register. He is "looking at something like Sysaid but ... suggestions would be appreciated." Just ramping up to look for a new Helpdesk/Service desk with the current employer. They have and homegrown Access …
Drew Cullen, 5 Apr 2014
The Register breaking news

Teachers get earful of racy XXX chat in Capita IT cock-up

Capita's school IT wing is on the naughty step after putting teachers and administrators through to advertisements for adult chat lines. Anyone trying to get through to the support helpdesk for the Capita School Information Management System in the last few days has instead been transferred to wrong numbers, including some XXX …
The Register breaking news

Blackpool ICT boss: BYOD doesn't save money

Rolling out bring your own device (BYOD) policy is costing Blackpool Council more than it would to provide the mobiles itself, according to the local authority's head of ICT services. Councils considering implementing bring your own device (BYOD) initiatives should not think of them as a money-saving exercise, Tony Doyle, head …
hands waving dollar bills in the air

Update knackers hundreds of Zendesk helpdesks

The boss at cloud-based online helpdesk software provider Zendesk has apologised for a brief outage last night that suspended 360 client accounts. The firm, which counts big names including Adobe, Sony, Xerox, Groupon, Dropbox and Rackspace among its customers, experienced unexpected downtime for forty minutes from 22.15 GMT …
Paul Kunert, 18 Nov 2011

How much does desktop PC support actually cost?

Workshop Here’s a direct question on this (hopefully sunny) day. Do you, or does anyone in your organisation, know precisely how much money you spend on PC support? In principle, this sounds straightforward enough to answer – after all, isn’t it just about the desktops and laptops, and the software they run? But in our travels we have …
Jon Collins, 15 Oct 2009
The Register breaking news

Try these beans: Business Service Management

Workshop In recent weeks we’ve received plenty of meaty responses in roughly equal measures (positive and negative) to the questions posed in this workshop. For many, service management is seen as simply doing the job properly, regardless of the tools / politics / obtrusive management and so on. Others do what they do but really don’t …
Martin Atherton, 14 Oct 2009
The Register breaking news

Who does the helpdesk really help?

Workshop Who does the helpdesk help - IT or the business? Many people (users) think the helpdesk is ‘what IT is for” where as in fact it may be the very thing stopping IT from being a more valuable partner to the business. Is this status quo simply the way things are destined to stay or is there more we can do with this frontline service …
The Register breaking news

Helpdesk Heroes or unappreciated geeks?

Workshop The helpdesk has always been the most visible part of the IT support operation. It is here that the “my password isn’t working anymore” and the “computer says no” calls are taken by valiant members of the IT team. As we move into an era when the help desk may become more of a ‘service centre’ and less of fault reporting point, …
Tony Lock, 5 Oct 2009

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