The aim of this paper is to address the role of ICT-support call-centres in supporting mobile professionals. In global organisations, mobile professionals require constant and continuous access to information services. In modern global banking firms, ICTs are intensively utilised for electronic transactional processing and in supporting banking professionals in accomplishing their global tasks across geographical locations and time zones. The use of ICTs by global mobile bankers is crucial to access real-time information, anytime and anywhere. In their remote mobility, banking professionals may experience technology failure or difficulties in accessing information services. This inability of the banking mobile professionals in utilising ICTs could have serious consequences in terms of risk on the bank operations and profit. The ICT-support call-centres play major roles in supporting the mobile user. This paper discusses how a global help desk unit accomplishes this role in a global banking organisation. This is achieved through analysis of the call tickets from the global helpdesk tracking system.
|Title of host publication
|Proceedings of the 37th Hawaii International Conference on System Sciences, 2004
|Ralph H. Sprague, Jr.
|Number of pages
|Place of Publication
|Los Alamitos, CA
|Published - 2004
|Hawaii International Conference on System Sciences 2004 - Big Island, Hawaii, United States
Duration: 5 Jan 2004 → 8 Jan 2004
Conference number: 37
|Hawaii International Conference on System Sciences 2004
|Big Island, Hawaii
|05/01/2004 → 08/01/2004
|Institute of Electrical and Electronics Engineers
|Proceedings of the Hawaii International Conference on System Sciences