Helpdesk

[obi-1]

@newchic

Well here is the situation at hand

Kennametal has a huge IT… but not huge compared to the systems we have…
First point of contact is the GSC (helpdesk)… every person here, regardless of skill set is expected to do the same job.
If we can’t resolve it, we escalate to the next level which are the groups in charge of maintaining the systems they are repsonsible for, such as Lotus Notes group handles issues with e-mail. These issues would include things like… upgrades to a newer client, for the whole Corp; server maintenance; system wide issues. So when these guys get a ticket from someone at the GSC about a user not being able to archive, they get pissed. But since the GSC does not all have the same skill level, the new folks don’t know how to set up archiving, so forth.
I can’t seem to make my boss understand that these newer folks should be routing tickets to the more experienced folks.
So the process we have now is to send it to the folks who make the big bucks and really piss them off, which in turn is also causing an image issue for the GSC.

Sounds backwards to me.

I think only the experienced people should answer the phones. Then you can either:

a) assign your easy grunt work to a new person as a training method
b) handle it yourself
c) decide, in a better way, which tickets to assign to the guys making the big bucks.