Cybersecurity and the Evolution of the Customer-Centric Service Desk

Cybersecurity is now seen as a central function of the modern IT Service Desk. This article examines two case studies of Helpdesk or Service Desk operations in different technology eras, and highlights the recent emergence of Cybersecurity as a critical area of Service Desk responsibilities. The article profiles the Helpdesk operations at Glaxo Pharmaceuticals in the late 1980s and the Service Desk functions at the University of Gloucestershire in 2019. Comparative analysis shows that whilst the range of technologies requiring support has increased markedly, this has been counter-balanced somewhat by the emergence of standards and dominant products in many technology categories. Cybersecurity, however, has emerged as a key concern that permeates all fields of Service Desk support. It also finds that the role of the end-user has evolved significantly in a rapidly changing technology landscape

Effect of Organisational Culture on Customer Satisfaction in Selected Nigerian Banks: Evidence from Multiple Age Bands

This study investigated the extent to which technology-banking culture impacts on customer satisfaction with age cum generational differentials as moderating factor. A Likert-type survey was administered, via convenience sampling, to customers of Zenith Bank, First Bank, Fidelity Bank, Guarantee Trust Bank and Access Bank at the corporate headquarters of the Nigerian National Petroleum Corporation (NNPC). 300 copies of the survey were distributed while 259 customers responded, representing 86.3% of the administered instrument. Data was analyzed using descriptive statistics. Findings revealed that customers across all age categories gain significant satisfaction from tech-banking culture. However, compared to younger customers, older customers are practically more inclined to face-to-face (FTF) banking. Both the younger tech-savvy generation and the older techno-phobic generation are equally dissatisfied with the use of automated helpdesks. It was recommended that other Nigeria-based businesses, inclusive of government parastatals and establishments, should fully adopt technology-driven systems and processes towards earning Nigeria a better technology-compliance status as an upcoming economy provided that they also eliminate automated machines and leverage on humans for the delivery of helpdesk services. Keywords: Organizational Culture, Customer, Customer Satisfaction DOI: 10.7176/EJBM/11-18-01 Publication date:June 30th 201

On-line support - a virtual treasure trove for end-user developers in small organisations?

End-user development of spreadsheet applications or models is both a problem and opportunity for small organisations. In an educational programme aimed at small-business owners, we have observed the problems end-user developers in small organisations are facing. They lack essential basic computer skills, yet when they have been taught these they will soon find that their ideas for further development outstrip their actual skills. The problems are similar to those that other end-user developers face with one additional factor: in small organisations access to the traditional sources of support are limited or even nonexistent. In an explorative study we try to pinpoint what, if anything, the participants feel about on-line support and if they use it to solve problems. It seems that in this case while Internet is recognized as a source of information for work related problems this does not extend to computer related problems

The Classification of Workforce Requirement Planning for Service Oriented Operations

In today’s world of competitive international economy sectors, service industry orservice sector oriented businesses, the key point is to maximize the efficiency and sustainability of the business directly related with optimal planning of the workload and distributing them among the employees. Helpdesks and operation centers are one of the fastest developing service area of this sector. This paper compares the machine learning algorithms that can be used for the classification of workforce requirements for a bank operation center which provides support to reduce operational workload of bank branches. Classification of the workload based on the quantity of Money Order and EFT operations within time zones aids in the management of workforce teams and distribution of jobs between team members

Cybersecurity and the Evolution of the Customer-Centric Service Desk

Cybersecurity is now seen as a central function of the modern IT Service Desk. This article examines two case studies of Helpdesk or Service Desk operations in different technology eras, and highlights the recent emergence of Cybersecurity as a critical area of Service Desk responsibilities. The article profiles the Helpdesk operations at Glaxo Pharmaceuticals in the late 1980s and the Service Desk functions at the University of Gloucestershire in 2019. Comparative analysis shows that whilst the range of technologies requiring support has increased markedly, this has been counter-balanced somewhat by the emergence of standards and dominant products in many technology categories. Cybersecurity, however, has emerged as a key concern that permeates all fields of Service Desk support. It also finds that the role of the end-user has evolved significantly in a rapidly changing technology landscape

Applying Cognitive Control Modes to Identify Security Fatigue Hotspots

Security tasks can burden the individual, to the extent that security fatigue promotes habits that undermine security. Here we revisit a series of user-centred studies which focus on security mechanisms as part of regular routines, such as two-factor authentication. By examining routine security behaviours, these studies expose perceived contributors and consequences of security fatigue, and the strategies that a person may adopt when feeling overburdened by security. Behaviours and strategies are framed according to a model of cognitive control modes, to explore the role of human performance and error in producing security fatigue. Security tasks are then considered in terms of modes such as unconscious routines and knowledge-based ad-hoc approaches. Conscious attention can support adaptation to novel security situations, but is error-prone and tiring; both simple security routines and technology-driven automation can minimise effort, but may miss cues from the environment that a nuanced response is required

A Study of the Relationships Between End-User Information Systems Problems and Helpdesk Critical Success Factors in Higher Education

In the last fifteen years, information technology (IT) customer support has increased in importance within higher education. The pervasiveness of computers and technology on the campus has allowed students, staff, and faculty to perform a multitude of tasks by controlling their own environments and setting their own priorities. Qualified professional system and user support services have lagged demand. The problem investigated in this study was end-users\u27 satisfaction levels of the higher education helpdesk and how end-users\u27 satisfaction levels affected a helpdesk manager\u27s critical success factors performance and goals. In this study, the first goal was to identify the critical success factors (CSF) for the higher education academic helpdesk manager. The second goal was to assess the relationships of CSFs to problems associated with end-user satisfaction levels within a higher education environment. The population of interest included all accredited higher education institutions (as of the publishing date of the 2003 Higher Education Directory). The researcher used a random sample of 1,765 from the list of 4,282 profiles in the 2003 Higher Education Directory (http://www.hepinc.com). The survey instrument was an online questionnaire implemented as an HTML form. Eight research questions and eight hypotheses were developed. Specifically, the researcher conducted the following statistical analyses: (a) descriptive statistics for the variables of interest, (b) a Chi-square test between the respondents and non-respondents to check for non-response bias, (c) a factor analysis to identify CSF constructs and helpdesk problems, (d) multiple regression to determine the relationship between CSFs and helpdesk problems using the helpdesk problem constructs identified from the factor analysis as dependent variables and the helpdesk CSFs as independent variables (e) MANOVA to determine the relationship between CSFs and the stage of growth of the helpdesk, and (f) seven ratios to serve as CSF performance indicators

Anxiety in a digitalised work environment

This article in the journal Gruppe. Interaktion. Organisation. (GIO) presents a qualitative study which aims at conceptualising digitalisation anxiety. The increasing spread of digital technologies has consequences for how we live, work, and communicate. Alongside positive opportunities, digitalisation also involves risks and can lead to negative reactions such as anxiety. We conducted 26 interviews examining the psychological roots of digitalisation anxiety. We found that the digitalisation megatrend evokes anxieties related not only to individual or organisational changes, but also broader societal considerations. Based on our results, we suggest interventions that could help organisations, teams, and individuals cope with the triggers of digitalisation anxiety in order to improve people’s feelings and experiences related to digitalisation.Dieser Beitrag der Zeitschrift Gruppe. Interaktion. Organisation. (GIO) stellt eine qualitative Studie zur Konzeptualisierung von Digitalisierungsangst vor. Die zunehmende Verbreitung digitaler Technologien hat Auswirkungen darauf wie wir leben, arbeiten und miteinander kommunizieren. Neben den positiven Möglichkeiten und Chancen bringt die Digitalisierung auch Risiken und negative Reaktionen wie Angst mit sich. Um die psychologischen Ursachen dieser so genannten Digitalisierungsangst zu analysieren, führten wir 26 Interviews durch. Wir fanden heraus, dass der Megatrend zur Digitalisierung nicht nur Angst in Bezug auf individuelle oder organisationale Veränderungen, sondern auch im Hinblick auf gesellschaftliche Aspekte mit sich bringt. Basierend auf unseren Ergebnissen schlagen wir Interventionen vor, die Organisationen, Teams und Individuen dabei helfen können, mit den Auslösern von digitaler Angst umzugehen, um die Gefühle und Erfahrungen von Individuen in Bezug auf Digitalisierung zu verbessern

Seeking Structure: A Reconceptualization of Case Management

Case management is an approach to work that inherently emphasizes the client experience and is, therefore, an important paradigm for work in our 21st century services-driven economies. It specifically accounts for unique, contextual information and allows for emergent activity, whereas operational process management places primacy on standardized information and standardized tasks performed in a deterministic sequence. As a result, case management has been characterized as involving “unstructured” processes and data, in contrast to process management of “structured” processes and data. Referencing information systems research on process management and organizational research on work and routines, I argue that this conceptualization of case management obscures the real nature of the work and inhibits design of information systems to support that work. Drawing on studies of various casework settings, I propose a framework highlighting the underlying structure of casework and revealing new possibilities for combining human expertise and digital technology in case management

REPOSITIONING LIBRARIES IN NIGERIA’S EDUCATIONAL SYSTEM FOR GLOBAL COMPETITIVENESS

ABSTRACT This paper gives national and international perspectives of librarianship and examined the repositioning of libraries in Nigeria’s educational system to make them competitive in line with global best practices. Library leadership, training and curriculum content for professionalism and funding were looked at as devices for competitiveness vis-à-vis international university standards. Recommendations were made for leadership training and review of library school curriculums to reflect new trends in librarianship as well as promotion of reading culture, among others, for global competitiveness