Today at work I was being helpful and covering the helpdesk for an hour so that our helpdesk folks could have a meeting with their manager. Being the always-on kind of guy, I posted to twitter from my phone about doing that and what it was like. In fact, I mentioned that it was kind…
Earlier this month, this blogged passed it’s 7th year of existence. The oldest entry on the site is from Oct. 8, 2001. I’ve never been one to keep track of the date and consider it impressive how long I’ve been doing this, so I actually missed it. I also almost missed that yesterday’s entry was…
Many of you know, I’ve long believed there’s a time limit for how long someone can work at a help desk before suffering burn out. (This is true for most people, maybe not all, but I’d put the percent of people that this is true of in the high 90’s!) Today, when walking to my…
I can’t take credit for this, but this afternoon I got the following email from our Helpdesk Manager: 1. Before you go to a desk, send the attached file with instructions for the user not to open it until a helpdesk technician is at their desk. 2. Go to the user’s desk, put your hands…
One of the bigger adjustments from working tech support to working Litigation Support is the focus. When you’re doing help desk stuff, the focus is on finding a solution, and getting folks back to work. When you’re doing Litigation Support, especially when it’s involves case work, it is all about following the process, and ignoring…
Linda Marie: First and foremost, if you do not have people skills, you should not look for a help desk position. That’s absolutely true. The other thing that IT people at all levels tend to forget is what their role in any organization is. There’s a certain amount of power that goes with operating any technology infrastructure,…
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