TECH BUYER Sep 2019 - IDC Perspective - Doc # US45519819

Effective Practices for Leading a Multilocation and Multicultural IT Help Desk Function

By: Eric BloomAdjunct Research Advisor

Table of Contents

Executive Snapshot

Figure: Executive Snapshot: Leading a Multilocation and Multicultural IT Help Desk Function

Situation Overview

Managing Global Teams

Multiple Time Zones

Cultural Considerations

Lack of Business Context

Leadership Challenges

Monetary Considerations

User Community Productivity Loss

Logistical Challenges

Privacy, Security, and Intellectual Property

Advice for the Technology Leader

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