When something goes wrong with the PC in your office, there's meant to be an defined process for getting things fixed — but the reality is often rather different. Even when online systems are set up to speed up the process, they frequently fail to deliver.
Picture by jameskm03
Work environments rely heavily on informal help, and I suspect many Lifehacker readers are familiar with being the go-to person on their floor for getting issues fixed. Officially working on the help desk is no picnic either, with a constant stream of angry people berating you for problems you often have no control over.
Employing support staff is a costly exercise, and many companies rely on self-help systems such as online FAQs and automated services for password resets; the latter account for up to 30% of help desk requests, according to research company Gartner. But it's one thing to have those systems in place, and another for people to use them. Gartner says that less than 5% of issues within organisations are actually resolved by self-service systems. Not everything can be solved without the IT department, of course, but that still seems a surprisingly low number.
Got a great office self-service support system, or is your workplace IT strategy anything but helpful? Let's hear about it in the comments.