State workers to return to help desk jobs that had been outsourced

Source: Rick Karlin, Times Union, July 21, 2017
 
Less than a year after it started, the state Office for Information Technology Services is backing away from the outsourcing of its help desk, and will be once again have state workers assume many of those responsibilities. Soon after it began last fall, representatives of numerous state agencies complained they couldn’t get through to the newly privatized help desks, which were based in Buffalo but were backed up in Boulder, Colo. There had also been worries about the cost of the outsourcing. …  The agency said it will continue to work with its main outsourcing contractor, IBM, but state employees will provide on-site assistance at the various state agencies. The process will begin this month in the Capital Region. …