Inside Building No. 7 here at Dell Inc.’s main campus north of Austin, the giant computer maker is plotting to do for the corporate help desk what it did to dominate the personal computer business.
That’s where Jan Uhrich, Dell’s vice president of enterprise support services, is supervising construction of what she envisions to be a NASA-style “command center” for tech support, complete with consoles full of desktop computers and rows of monitors hanging on the wall. Scheduled for completion in November, the room will be the central base for a team of supervisors using satellites to dispatch, track and time technicians on help calls around the country.
Stephen Howard, left, an instructor at Dell’s Training and Certification Center in Round Rock, Tex., picks Chip Burke, an employee of MedCost Recovery Systems of Columbus, Ohio, to answer a question at a training session. (Mark Matson For The Washington Post)