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  1. #1
    New Lounger
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    Outsourcing Office support (Office 97)

    My company is considering outsourcing help desk support for Office and other business productivity applications. Does anyone have any recommendations?

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  3. #2
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    Re: Outsourcing Office support (Office 97)

    Check out www.stream.com

  4. #3
    Super Moderator jscher2000's Avatar
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    Re: Outsourcing Office support (Office 97)

    I think the best support is user-to-user. If you can afford to take a few star users who are enthusiastic helpful types, and put them through some extra training, I think you get a win-win: more satisfied power users, and more support that is more relevant to your business. Yes, it takes them away from hard typing or whatever else they do, but I think that it usually is worth the cost because if they're not challenged, they'll leave you anyway.

  5. #4
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    Re: Outsourcing Office support (Office 97)

    Thanks, I think you are right. I believe it is part of my bosses' grand scheme... to develop processes for more user self-support and peer-to-peer support in addition to outsourcing the help desk. We have public message in place (in OUtlook) for people to use, but it needs some internal marketing to encourage people to use it. Do you have any ideas on how to set up the peer-to-peer support, other than Outlook?

  6. #5
    Super Moderator jscher2000's Avatar
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    Re: Outsourcing Office support (Office 97)

    I was thinking of in-person methods, actually. The "Can you show me how to..." or the "Have you ever seen..." or the occasional "Oh my God..." One possible way to identify self-starters is to start a user group that has meetings that don't count as paid time but which include cookies. You also can usually tell from the local "referral network" that informally steers people in need to people who tend to be in the know.

    While I love automation, people who are intimidated by Word, Excel and PowerPoint tend also to have difficulty with online support systems. It's one thing to navigate a FAQ, it's more difficult to formulate a description of what's going wrong. I think demonstrating ignorance in a public forum also could be an obstacle.

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