Classic Mistake

Kevin Devin posted something today about his workplace, wondering if the snake of Corporate IT was eating it’s own tail.

When I read his story, one part jumped out at me immediately. Here was a classic example of tech support folks not having the authority, or tools, to correct a problem for a user. If I were one of those help desk guys, I might have gone ahead and made the call, regardless of the time difference. If you want to keep the control and authority and don’t want your front line support people to have the power to fix a problem, then you have to deal with the calls at all hours.

Maybe I’m just a bit jaded after working tech support for so long. 😉

Tags: KevinDevin, TechSupport

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