[unisog] Systems support staff on HelpDesk rotation?
hermit921 at yahoo.com
Wed Mar 8 19:14:22 GMT 2006
Rotating highly technical staff through a low level position sounds like a
wonderful idea if you have them sitting around with not much to
do. Otherwise, who gets to explain why jobs just got delayed
weeks/months? And if you have a statement that explains why that delay is
beneficial to users, I would love to see it. I could use that every day.
At 10:43 AM 3/8/2006, Robin Anderson wrote:
>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!
>SysAdmin, Security Specialist
>Office of Information Technology, UMBC
>unisog mailing list
>unisog at lists.sans.org
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