IT Help Desk Calls Up Again in 2010


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Calls for IT assistance are increasing as many companies cut back on help desk personnel, surveys find.

At the same time information technology is touted as getting less complex and easier to manage, more workers than ever are turning to IT help desks for assistance, according to a study released late last year.

The HDI study, based on a survey of IT managers, directors and other personnel at some 800 businesses, government agencies and organizations, concluded that there's no single explanation for the continuing increase in calls to help desks.

Sixty-seven percent of survey respondents said that calls had increased at their organizations during 2010. In a survey a year earlier, roughly the same percentage of users reported an increase.

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