Issue link: https://epubs.iltanet.org/i/53573
How do you provide support to users in offices with no IT staff? Multiple response permitted We use remote control tools to assist with software questions and problems User support services are centralized in our main office Members of the IT staff regularly travel to branch offices with no IT staff We outsource as needed tasks that must be done on site, such as printer repairs, PC moves, etc. We send someone from a nearby office when on-site assistance is required A member of branch office administration is trained to handle basic user support services Facilities staff handle many hands- on tasks involving technology equipment and support Other 3% 1% 7% 8% 6% 7% Third-Party 2011 2010 Not Covered 6% 12% 4% 6% 2011 2010 What percentage of your IT department's time is spent on firmwide activities as compared to local office activities? Firmwide Average % Firmwide Median % Local Average % Local Median % 72.2% 66% 80% 75% 39.3% 35% 25% 25% 2011 2010 Not Covered 4% 6% Third-Party 7% 11% 2011 2010 Weekend Nights On Call/Pager Employees Does your IT department provide support for end users' home computing needs? Yes, but only to the extent of helping them with access to our remote access systems Yes, we require the user to bring the PC to the office Yes, we provide telephone support Yes, we make house calls No, but some of our employees "moonlight" to earn extra money by providing home computing support No, we do not provide home PC support No, but we provide referrals to home PC consultants 15% 11% 12% 11% 10% 15% 8% 12% 7% 7% 6% 6% 2011 2010 Third-Party Not Covered 7% 12% 7% 10% 2011 2010 On-Site Employees 16% 16% Holidays On Call/Pager Employees 60% 62% 42% 38% Not Covered 6% 7% 2011 2010 On-Site Employees Third-Party 7% 11% 14% 15% 62% 67% Weekend Days On Call/Pager Employees On-Site Employees 18% 18% 62% 65% 10% 12% Week Nights On Call/Pager Employees On-Site Employees 20% 16% 60% 66% 14% 17% Third-Party 13% 14% Not Covered 0% 1% 2011 2010 5% 9% 19% On Call/Pager Employees 10% 10% 24% 23% 24% On-Site Employees Week Days Indicate who provides help desk support during week days, week nights, weekend days, weekend nights, and holidays. (Check all that apply) 80% 80% 36 2011 Staffing Survey www.iltanet.org