The rapid shift to remote work at the onset of the pandemic placed new challenges on corporate processes and systems. This was especially true of the way that employees obtained the services or information they needed to get work done and access their benefits, payroll information, and vacation time. Not only did employees’ needs suddenly increase—new equipment, new network access, lost passwords, questions about time off and health benefits—but they lost access to their traditional source of information, their co-workers. Without knowledgeable peers nearby to ask, “How do I get this done?” employees have turned to the next logical choice, the IT help desk.
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