Improving PC Services at Oshkosh Truck Corporation

Abstract

This case presents the problems encountered at Oshkosh Truck’s IT Call Center and PC Services, relating to improving productivity and user satisfaction of the IT Department. The case presents the process of handling user problems, all the way from when it is received at the helpdesk until a technician resolves the issue at the user’s desk, how well the process works, and some problems associated with the process.