Friday, November 07, 2008

Outsourcing of Computer Help Desk Not Working at Tribune

From: Tribune Communications
Subject: Message from Steve Gable/Tribune's New Help Desk

Almost two years ago, Tribune outsourced its help desk function to IBM, with much of the support provided overseas. During the course of re-structuring Tribune's technology organizations, we repeatedly heard that the current help desk arrangement was not fulfilling business expectations and requirements. Today, I'm pleased to announce that we're bringing it back in-house. By doing this we can more effectively train the help desk staff on Tribune-specific issues to better meet your technical needs.

Our new in-house help desk, a.k.a. "TribTech," offers employees comprehensive (yet simple to use) technical support online and over the phone. To ensure a smooth transition, TribTech will share support duties with IBM through the end of the year. Each business unit will roll on to the new help desk starting with the Orlando Sentinel on Monday, Nov. 10, and all other business units by Jan. 1, 2009.

We've added a new element to our help desk - an online self-service site. You can visit to resolve your issue on your own. The site also includes links to:

· Reset your own password.
· Chat online with a Tribune technical expert.
· Search the knowledgebase to find answers to most technology-related questions, from logging on to your computer to dealing with your Blackberry (we're working on populating the site with Tribune-specific information - please be patient as this is a work-in-progress).
· Create an online ticket if you can't find the answer on your own.

Resolving a technology issue with TribTech is becoming a little easier. First, visit the website to resolve the problem. If you can't find the answer, log in to submit an online ticket. Finally, you can continue to call the local help desk number you've always called and get a live rep to assist you.

SOURCE: Kevin Roderick


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