How does your company administer tech support requests?

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ShowdOWN

Golden Member
Sep 25, 2002
1,361
0
0
I just recently took a new position as the tech support personnel for a company with about 55 employees. They are hounding me all day about their meager problems that they can fix on their own with just a bit of effort. I was wondering if you guys have any ideas on a method to prioritize and organize what is more important (ie. forms or some sort of request queue). How does your company manage this issue when someone needs support?
 
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Zolty

Diamond Member
Feb 7, 2005
3,603
0
0
We have an internal call center but we have 6000+ people.

Best bet, hire an intern who is straight out of high school

Pay him/her 1/8 what you are making (or slightly above minimum wage), and give him/her a pager.
 
AgaBoogaBoo

AgaBoogaBoo

Lifer
Feb 16, 2003
26,107
4
81
Set up a helpdesk of some sort so you can keep track of all requests. For common problems make a knowledgebase, if there are lots of different topics however still easy to find, tell them how you found their solution on google or something with a simple search. Maybe over time they'll change :p
 
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BornStar

Diamond Member
Oct 30, 2001
4,052
1
0
I've created a database that's publicly available. Users input their take on the problem and then assign it a priority number. Surprisingly they're pretty good about assigning something a low priority if it isn't that big of a deal. I go in and review the database several times a day for new open items and then handle them as I can.
 
theknight571

theknight571

Platinum Member
Mar 23, 2001
2,896
2
81
Contract tier one support to India. Let them filter the requests. :)

Seriously though... I like BornStar18's idea.

Build a website and let them submit requests through it.
 
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ShowdOWN

Golden Member
Sep 25, 2002
1,361
0
0
hmmm. any software or forms you guys recommend. I had to give support for a user that said her program that she was using is gone, those were her exact words. it turned out that she lost her shortcut located on her desktop. HELP PLEASE!
 
FoBoT

FoBoT

No Lifer
Apr 30, 2001
63,082
12
76
fobot.com
Originally posted by: ShowdOWN
hmmm. any software or forms you guys recommend. I had to give support for a user that said her program that she was using is gone, those were her exact words. it turned out that she lost her shortcut located on her desktop. HELP PLEASE!
Click to expand...

welcome to the HELL that is supporting (L)users
 
theknight571

theknight571

Platinum Member
Mar 23, 2001
2,896
2
81
Originally posted by: ShowdOWN
hmmm. any software or forms you guys recommend. I had to give support for a user that said her program that she was using is gone, those were her exact words. it turned out that she lost her shortcut located on her desktop. HELP PLEASE!
Click to expand...

Ya know I think I'd almost rather support someone like this... Simple people simple problems. :)

It's the people that know a little bit about what they are doing... you know.. the ones that delete C:\Windows while attempting to empty their Temp directory... that are a beeeotch to support.

 
IronWing

IronWing

No Lifer
Jul 20, 2001
70,096
28,685
136
We have a help desk. You submit a problem ticket. Then a few days later you go talk to your local IT person who explains that they are temporarily filling in for the management position in an unrelated department so they don't have time to do any IT stuff. Eight months later, some IT person somewhere in a distant land marks your helpdesk ticket as "resolved". Repeat as desired.
 
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