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Don't Let Long Help Desk Waits Cost Your Firm Money

By Andrew Chow, Esq. on November 23, 2011 | Last updated on March 21, 2019

You may be ready to upgrade your office software, but are you ready for your help desk to keep you on hold -- for hours? Those hours aren't billable and could cost you money.

Help desks usually see a 25 to 30 percent spike in calls from computer-challenged colleagues after a major software or equipment upgrade. The increased call volume can go on for another six months.

That's a huge burden for your techie problem solvers -- not to mention a potential time sink for your team.

Experts say it's best to give IT folks fair warning about the torrent of calls that's sure to follow every upgrade. This is true whether your help desk is in-house or off-site.

You should also make help desk support training a top priority. (Not an easy task for overworked attorneys, we know.) It usually takes months to properly prepare help desk analysts to support a firm.

Don't underestimate how much tech support you or your employees will need -- it's usually more than you think.

We know you want everything to work right away, but a transition to new technology may take some time to run smoothly. It may not seem as important as filing that motion, but it could end up paying off in the long run.

And you should allow for an extensive pilot period for your new software or equipment to get tested and retested. This will give you plenty of time to work out the bugs -- both in your new system, and in how your help desk responds.

The takeaway here: Plan ahead.

By addressing help desk problems early on, your attorneys and staff will be better able to adapt to new technology with as little lag time as possible.

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