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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