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Prioritize help desk requests with this call-level chart
White Papers Level 1 staff members can either resolve or assign a large number of issues per day, providing the quick first response that is critical to reassuring users that their concerns are being addressed. Directing callers to the best resource minimizes...
[May 23, 2006, 1:00]
IT illiteracy drags on UK economy
News The study highlights the burden that a lack of basic IT skills puts on the economy, as everyday IT issues are resolved by staff who happen to have some IT knowledge but are not employed to fix IT problems.
[November 7, 2008, 14:19]
Time closes stores but keeps running
News These issues have meant that staff have been paid late two months running. As staff talked of closed production lines and unfilled orders, and complained of being kept in the dark over company plans, managers tried to put a brave face on the...
[July 26, 2005, 13:35]
Fujitsu faces five-day strike
News Staff at the Manchester offices of technology giant Fujitsu will go on a five-day strike in just over two weeks' time, as the ongoing dispute between the company and trade union Amicus shows little sign of resolution.
[January 19, 2007, 16:01]
Achieving job success in the first 30 days
News Focus first on staff issues rather than tech issues A key goal during the first month is unifying the tech strategy -- an often-difficult task, as staff and various business units often bring different "languages" (i.e.tech specialties and...
[April 29, 2002, 16:35]
IT managers delaying switch to Vista
News The research also shows IT staff are concerned about post migration issues such as downtime — leading to loss of productivity — and user questions about personal settings or applications wasting support-staff time.
[June 5, 2007, 10:10]
Yahoo hosting 'thousands' of phishing sites
News Yahoo is playing host to thousands of phishing sites and doesn't have sufficiently well-trained staff to address the problem of online fraud, according to a leading anti-spam and security organisation on Tuesday.
[September 6, 2005, 12:55]
Ch-Ch-Ch-Changes: Sustainable Improvement
Blog By asking staff what issues stop them doing their tasks to their own satisfaction AND you then help them fix the issues they will feel very positively about the change. What they don't tell you is how unappealing the whole idea of Continuous...
[December 5, 2008, 8:28]
UK companies report slack security awareness
News Organisations that used an ongoing, varied process to keep staff up to date on IT security issues reported the highest levels of staff awareness. UK organisations are failing to communicate the business importance of security policies to staff...
[February 2, 2004, 10:35]
Time Computers denies tales of woe
Talkback The bricks and mortar approach to business only works of you have excellent customer support, well trained and motivated staff, adaptable and flexible response to issues: Time / Tiny lack these qualities acutely.
[July 28, 2005, 3:34]
‘The Crunch’ Sparks Commuting Revolution
Blog There are not only direct savings, such as mileage allowances, but also hidden costs such as parking provisions, staff retention and employee health issues that can be addressed through travel planning.
[October 27, 2008, 7:04]
British call-centre staff 'inferior' to Asian workers
News Call-centre staff in Britain can not match their counterparts in India, according to HSBC chief executive Sir Keith Whitson. At a meeting to announce the banks interim results, Sir Keith extravagantly praised the bank's processing staff in Asia.
[August 6, 2002, 11:57]
UK facing IT staff shortage
News Now IT staff wear suits and need to understand business issues as much as technical issues," he said. Bill Grubbs, COO of IT recruitment firm Spring Group, told silicon.com the result will be "huge staff shortages" in five to 10 years' time.
[February 7, 2005, 8:25]
Socitm unveils 'Council of the Future' project
News Key features of the Council of the Future are that it will have fewer and smaller buildings than at present, will directly employ fewer staff, make greater use of lean systems, make smarter use of its staff and records, and manage information as a...
[October 13, 2009, 9:07]
IT labour market slows
News For the health, education and other services sectors to fulfil their expected high growth in IT staff and to resolve some of the issues concerned with recruitment and retention of the right IT skills, they will probably have to be more competitive...
[November 18, 2002, 17:10]
IBM launches systems management in a box
News The systems use a self-service and knowledge-management portal that helps end users address their own issues, and this means IT can respond to performance issues faster and more accurately, and that IT support staff workloads are lower.
[October 19, 2009, 9:07]
Keeping systems threats in check
News While you can correct for these issues, it will require an immediate response from your staff, moving quickly to get business-critical systems back up and running. Once an attacker has breached your security digitally, and has evidence of his or...
[November 7, 2005, 11:35]
Security tightened after 'Needlepoint' virus
News Obviously, our inside staff, myself included, needed to be educated quickly on security issues. Business interruption: We couldn't bill customers or pay staff. Theft of private information: This could include staff personnel files or payroll records.
[November 15, 2002, 19:31]
Internet World: Digitalme does little for privacy, yet
News It is sort of a chicken and the egg thing," said Carrie Oakes, chief of staff for Novell's Internet services group. What Novell was trying to do is find some happy medium that allows some convenience and a degree of user control," said Jim Dempsey...
[October 6, 1999, 16:18]
E-envoy disputes 800,000 job-loss quote
News I said I didn't know what the effect on staff would be. Philip Virgo, Eurim general secretary, said that Pinder, who has a staff of 75, had already suggested that his office's workload required nearer to 200 people.
[May 15, 2002, 17:06]
