This publishing company produces magazines focused on personal fitness, health, and lifestyle. The services department supports PC, telephone, network, and building needs for nearly 5000 employees. The Challenge Company offices span several buildings in an urban business district.
Employees send help desk requests by email and telephone creating confusion.
Dispatchers then must evaluate and forward the request to the correct group. Each building has a unique set of services, making facility requests difficult to assign to the proper party. Multiple vendors and contracts complicate the maintenance of fax machines, printers, copiers, telephones, and PCs. The process is slow, inefficient, prone to mistakes, and hard to track. Employees use a PC Web browser or wireless PDA to submit and check on the status of help desk requests.