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Help desks in companies implementing telework programs will experience a higher volume of calls and requests than normal, especially during the first month following implementation. Without proper planning and infrastructure in place, the help desk can quickly become overwhelmed. This can lead to escalating support costs and decreased employee and help desk staff productivity, all potentially negating the cost savings realized by teleworking in the first place.

Teleworker Help Desk Requirements

Most teleworkers will work out of their home offices. If they do run into difficulties, these are likely to be related to connectivity issues and malfunctioning applications; especially VPN and password problems. Teleworkers' IT complaints and requests are likely to be staggered throughout the day and those experiencing issues outside of normal business hours can experience loss of productivity and intense frustration. Because of this, some companies that have implemented telework programs choose to extend their help desk hours.

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Search Code: 6641
Published: June 3, 2008
Last Revised: June 3, 2008

1 Comment

  • Missing comment
    John Kaylor | 11-09-2011

    Have any studies been done to compare and understand the differences in the staffing requirements and staffing resources needed to support teleworkers as opposed to office workers ?


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