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…
I’ve always been of the belief that whenever you’re dealing with end users, the more information you could give them and the more ways they could access knowledge, the better. A couple of things recently have me questioning that theory. One was this whole DST mess. If there was one constant in all the things…
You know what I really love about Office 2007? Microsoft finally got wise to the number of people who make changes to email attachments and lose them. We don’t use Office 2007 at work, and I can’t tell you how many times we get phone calls at the helpdesk because someone opened a Word document…
Steven Vore was kind enough to pass along this Computerworld article to me today titled The Help Desk: Often the First Step in a Successful IT Career Couldn’t agree more with that they had to say. There’s no doubt that you get exposed to all kinds of stuff, and definitely have to figure out how…
When I read this story about someone outsmarting the help desk at their work, well, you all know I couldn’t help but have something to say about it. Go ahead and read the story, I’ll wait….. This story bothered me for one very large reason, and it’s become something of a pet peeve of mine…
Phil Gerbyshak E-mailed me a number of questions about working at a help desk, and is posting the interview as a series over on Help Desk Notes. Part 1 went up last night, I’ll update this post with links to the other parts as he gets them posted. (Part 2 is up, as well as…