Conversational help desk: vague callers and context switch

2006 ◽  
Author(s):  
Osamuyimen Stewart ◽  
Juan Huerta ◽  
Ea-Ee Jan ◽  
Cheng Wu ◽  
Xiang Li ◽  
...  
Keyword(s):  
Help Desk ◽  
Context Switch

Managing Service Level for Academic Information System Help Desk for XYZ University Based on ITIL V3 Framework

2020 ◽  
Author(s):  
Yuyun Tri Wiranti ◽  
Hendy M. J. Saputra ◽  
Dorce Berkat Tandirau ◽  
Tegar Palyus Fiqar ◽  
M. Gilvy Langgawan P ◽  
...  
Keyword(s):  
Information System ◽  
Service Level ◽  
Help Desk ◽  
Academic Information

scholarly journals From the Help Desk: Kaplan–Meier Plots with Stsatrisk

2004 ◽  
Vol 4 (1) ◽  
pp. 56-65
Author(s):  
Jean Marie Linhart ◽  
Jeffrey S. Pitblado ◽  
James Hassell
Keyword(s):  
Help Desk ◽  
Kaplan Meier

Shock Troops and Shock Absorbers: IT Support and Emotional Labor in the Rationalizing University

2021 ◽  
pp. 089124162110176
Author(s):  
J. Lotus Seeley
Keyword(s):  
Emotional Labor ◽  
Meaning Making ◽  
Organizational Level ◽  
Successful Implementation ◽  
Service Workers ◽  
Help Desk ◽  
Shock Absorbers ◽  
It Support ◽  
New Policies ◽  
The University

Drawing on 200 hours of observation at The Help Desk, an IT Support (ITS) unit at a medical school, and interviews with 30 ITS workers from across the university, this article shows how organizational-level IT rationalization was affected at the microlevel through ITS workers’ extensive emotional labor and involvement in meaning-making projects. Successful implementation required ITS workers to function as shock troops, introducing and enforcing new policies, and shock absorbers, encouraging compliance and insulating administrators from discontent about those changes. This article contributes to inhabited institutions theories of organizational change by demonstrating the importance of service workers’ interactive and emotional labor to the coupling of institutional myth, organizational policy, and the interactions and practices of constituent members.

Sign in / Sign up

Export Citation Format

Share Document