[unisog] Systems support staff on HelpDesk rotation?

Robin Anderson robin at umbc.edu
Wed Mar 8 18:43:49 GMT 2006

Our management is considering rotating all technical/systems support staff
through the HelpDesk on some sort of preset schedule.  The stated goal is
to expose the staff to a direct customer service and support environment,
making them more sensitive to the customer's needs and the HelpDesk's
position as intermediary.  Management's premise is that a lot of other
schools do this, and that it will be beneficial to all involved.

A few queries on the subject:

	* Is your site actively doing this? ... considering doing this?
		* What experiences have you had	with it?
		* Are customers happier?
		* Are employees happier? (Management, HelpDesk, techies)
		* Have workflow processes been improved?

	* What reasons are behind the decision (either way)?

Feel free to add other commentary as it occurs to you.  Thanks!

Robin Anderson
SysAdmin, Security Specialist
Office of Information Technology, UMBC

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