[unisog] Systems support staff on HelpDesk rotation?

Charles Hamby fixer at gci.net
Wed Mar 8 19:20:12 GMT 2006


Nope, we don't do this at all.  We have dedicated helpdesk staff.  Taking our admins and putting them on helpdesk duty just means they have less time to do the work they're paid for.  Since crisis management is our norm, anything that makes things slower is generally bad.

----- Original Message -----
From: Robin Anderson <robin at umbc.edu>
Date: Wednesday, March 8, 2006 9:56 am
Subject: [unisog] Systems support staff on HelpDesk rotation?
To: unisog at lists.sans.org

> 
> 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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> 


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