HelpDesk - Do you appreciate them?

[IceBergSLiM]

Originally posted by: vi_edit

Originally posted by: Pale Rider

Originally posted by: vi_edit

Originally posted by: djheater
Having done the job, I do appreciate them and try and make it as easy as possible on them when I call.

Ditto.

A quality help desk is an invaluable asset to an IT department. It just happens to be a high turnover position that makes it hard to keep great employees in that role.

Mostly because anyone on HD with any brains only took the job to get their foot in the door. They work hard for six months and then another IT manager hires them for systems work. We have people at the help desk in my IT department who have been doing it for almost 10 years...

Exactly. We just lost 3 HD employees with about 20 years combined experience to other groups. They run about 20 employees down there but just losing those three has left the place in a state of chaos.

See thats poor management. Everything in there head should be documented. They shouldn't be doing anything that somebody starting tommorow couldn't do by following work instructions

 

[tfinch2]

Originally posted by: steppinthrax

Originally posted by: tfinch2

Originally posted by: Pepsi90919
they don't speak english and assume i'm an idiot

With my former employer, that seemed to be the biggest problem.

I would imagine that be the case when someone in the IT department has to continuously tell you where the button to turn your computer on is located.

When I put in a help ticket for a legitimate problem such as hardware failure, they have no business treating me like they do.

 

[IceBergSLiM]

Originally posted by: tfinch2

Originally posted by: steppinthrax

Originally posted by: tfinch2

Originally posted by: Pepsi90919
they don't speak english and assume i'm an idiot

With my former employer, that seemed to be the biggest problem.

I would imagine that be the case when someone in the IT department has to continuously tell you where the button to turn your computer on is located.

When I put in a help ticket for a legitimate problem such as hardware failure, they have no business treating me like they do.

do they use customer sat surveys when tickets are closed? Thats your chance to rip them a new one.

 

[vi edit]

Originally posted by: IcebergSlim

Originally posted by: vi_edit

Originally posted by: Pale Rider

Originally posted by: vi_edit

Originally posted by: djheater
Having done the job, I do appreciate them and try and make it as easy as possible on them when I call.

Ditto.

A quality help desk is an invaluable asset to an IT department. It just happens to be a high turnover position that makes it hard to keep great employees in that role.

Mostly because anyone on HD with any brains only took the job to get their foot in the door. They work hard for six months and then another IT manager hires them for systems work. We have people at the help desk in my IT department who have been doing it for almost 10 years...

Exactly. We just lost 3 HD employees with about 20 years combined experience to other groups. They run about 20 employees down there but just losing those three has left the place in a state of chaos.

See thats poor management. Everything in there head should be documented. They shouldn't be doing anything that somebody starting tommorow couldn't do by following work instructions

Documentation and instructions don't replace decades of experience and understanding.

 

[Tiamat]

only if they can actually help. If they suck at their job, no, I dont appreciate them.

 

[nageov3t]

the windows phone techs are probably the most abused (and most easily replaced) people in my company.

I feel bad for them, but their starting salary is more than my department's, so they can go get bent