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TECH BUYER Sep 2019 - IDC Perspective - Doc # US45519819

Effective Practices for Leading a Multilocation and Multicultural IT Help Desk Function

By: Eric BloomAdjunct Research Advisor

Abstract

This IDC Perspective provides guidance for managing IT's internal user services and help desk staff in multiple locations in geographically diverse companies. This may include help desk technicians stationed at various physical locations or centralized phone-based support staff remotely supporting a global user base; these staffers provide services such as first-level help desk support, phone system administration, or application security management. These centralized functions are generally located in either low-cost labor markets to reduce costs or high-tech pockets across the world where the needed skill sets can be found.

"The globally diverse workforce brings various cultures, languages, accents, and verbal idiosyncrasies," says Eric Bloom, adjunct analyst with IDC's IT Executive Programs (IEP). "It also encounters complexities related to local labor laws, customs, holiday schedules, intellectual property laws, and other country-specific differences. The global leaders of these groups are responsible for understanding and overcoming these differences and complexities to create world-class support organizations."


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