General support

Help Desk
A help desk operation is where people respond to questions and problems
from employees. You can have a help desk with a narrow scope responding only
to systems and technology problems, or you can broaden it to include building
problems, equipment problems, and any other nonemergency request.
Should you staff a help desk with employees? Clearly, these positions are
junior level because almost all complex problems have to be referred to more
technical people. It takes time to establish a help desk function. Start with defining the scope of the help desk. You need to find the people to whom you will
refer calls. You will require time to build a database of frequently asked
questions (FAQs), and software to track calls must be obtained. Then you must
put the word out to employees that the help desk exists.
What are some of the risks of outsourcing the help desk? The basic concern is
that quality of service is maintained. Another risk is that the estimated workload
understates the actual workload by a substantial amount leading to increased cost.
Some suggestions for handling the help desk are as follows:
• Set up the help desk with internal employees first. This will provide you
with a better understanding of the workload. In this way, you avoid the
expensive setup costs of having a vendor establish the help desk.
• Implement a quality measurement program in which you follow up with
people who have requested help to determine the level of service.
• Ensure that you have a personnel replacement condition in the contract so
that if a contract person is not performing, there can be rapid replacement.
PC and General Computer Training
PC and general computer training include training in word processing,
spreadsheets, graphics, electronic mail, and basic database management systems.
In the early 1980s, companies conducted this training with internal staff. As that
decade came to a close, most of it was outsourced to companies or local univer-
sities. Now, some companies require software expertise. Many others offer
videotaped instructions, CD-ROM, or other training.
What mistakes do firms make in outsourcing training? One mistake is that they
outsource training in more specific and technical software to general firms who
just teach courses. This is part of a bigger mistake when a company wants to out-
source everything to one vendor, often resulting in average to poor levels of train-
ing. For example, some instructors stand up and read materials. People could
probably get more out of a manual. It is also very difficult to determine if the
training is successful. People evaluate a class at the end, but then they may or may
not use the material right away. Material not used for a long time is generally lost.
Application System and Other Training
There is a wide range of training that is possible. Examples lie in database
management systems, the internet, general management training, and so on.
Another area is the software application system if you purchase a software
package. For most of these topics, you would consider using outside help. Man-
agers often make mistakes in outsourcing this training. Following are some of
the pitfalls to avoid:
• The company specifies the training requirements only generally. The train-
ing that is delivered is not really suited to the company.
• The company fails to work with the training firm in the preparation and re-
view of materials.
• There is no formal review of the training after it is given.
• The expectations of the company and the attendees are not matched by
what is delivered by the vendor through a lack of forward planning.