One of the comments Phil made in the interview yesterday stuck out to me as I went back and read it again this evening: I stress how important it is that we get all the documentation, that we get our Fact Sheet filled out so when people call about things, we can at least answer…
A while back, you’ll recall that Phil did an interview with me about working at the help desk. Since he’s a help desk manager, I thought it would be interesting to get some input from him about the management side of things. He was kind enough to take the time and respond to my questions,…
I was reminded of this when I got back from vacation. Since I wasn’t going to be working at the help desk, they removed me from the “Helpdesk” Exchange distribution list Monday morning. Unfortunately, we used that group as a member of every other list I was supposed to be on so I didn’t get…
You know, a lot was made of Vista’s security feature that would ask a user to approve something before it was allowed. I’m sure you’ve even all seen the Mac commercial parody of it. But it’s interesting that in my tests with using Ubuntu on my desktop, that’s where I see this same sort of…
I’m going to have to change the name of the blog again. 🙂 Today I officially accepted a new position. Still at the same firm, but I won’t be working at the helpdesk much longer. My new title will be Practice Support Specialist, which in most law firms is probably better known as Litigation Support….
I’ve mentioned before why I think measuring the effectiveness of your help desk folks by looking at the number of tickets they work alone is dumb. This week, I had a perfect example. We had one of our pool laptops lose a hard drive this week. The replacement drive came in Thursday late in the…
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