Helpdesk

[1st_v-dub]

@whitey

i see your breakdown being in two areas. One you do not have a sturctured support flow in your tech help process and two your engineers suck.

Level 1 - basically secretaries… noobs that can write down case info while learning the system
Level 2 - Needs to consist of senior helpdesk people that have access to other systems to resolve at least 70% of the cases sent up by Level1
Level 3 - Engineers need to make sure there shit works all the time and is documented.

Ok so you need the levels, and your engineers need to step it up. They need to make sure they train the level 2 people to be pretty much as good as they can be. They need to worry about the high end matters and not about archiving that can be docuemented and work through by a level 2 tech. You definitely have problems inside your organziation. I say go to the top and point out the problems and provide solutions to those problems. It takes balls to do this, but I think you are frustrated enough and smart enough to get your point across.

Good luck and if you need any help let me know!

just to add to this, as I agree with all of it… do you have access to run reports from your helpdesk system, whether it be rt or remedy or whatever? Management loves “metrix” and if you can show that some people can solve X% of cases at first call, or whatever you deem important, it will only strengthen your case. Maybe show how many password resets you get in a given day and show that those should be handled over the phone, or through a web app. Just some thoughts.

sonny, lol “i just migrated and retired an NT 4.0 box on monday…” I don’t think migrated is the correct word. More like, “put out of it’s misery”…