Tay, Albert S. M.
April 2009
Allied Academies International Conference: Proceedings of the Ac;Apr2009, Vol. 13 Issue 1, p66
Conference Proceeding
In the age of distributed work environment, providing effective information technology (IT) support is critical when corporations are scaling back their workforces but not their presence. IT support centers and personnel have to effectively coordinate IT support events among the team members in different locations, separated by multiple time zones and oceans. The communication pattern of IT support events were described and discussed. The researcher found that through established relationships that IT support personnel had established with colleagues (former and current) and vendors, IT support personnel may not have to be everywhere to effectively support an IT support event. IT support personnel may invoke resources associated with these established relationships to augment the presence of IT support personnel.


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