| Publisher | CompuCom Systems | ||
|---|---|---|---|
| Format | Date added | 26 Apr 2006 | |
| Topics | Help Desk, ITIL | ||
| Downloads | 16 | ||
A Fortune 500 Technology company was using CompuCom to provide desk side support services and a different firm to provide help desk support. During the months of this arrangement, the help desk dispatched an average of 4,345 calls per month to be resolved at the user location by CompuCom's field service technicians. Ultimately, the client elected to use CompuCom to provide its help desk support as well as its desk side support. After CompuCom took over responsibility for the help desk, the average number of calls coming to the help desk remained the same, but the average number of calls dispatched for field resolution dropped to 2,295 per month-a 53% decrease in the need for desk side visits.
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