[unisog] Systems support staff on HelpDesk rotation?

Michael J. Benedetto mbenedetto at amnh.org
Wed Mar 8 21:56:42 GMT 2006


Why not have the President and CIO of your school rotate through the help
desk as well, so that they have a better understanding of the role of the
Help Desk so they can make more informed decisions as to staffing levels,
funding, etc.?  :)

-Mike

> -----Original Message-----
> From: unisog-bounces at lists.sans.org [mailto:unisog-bounces at lists.sans.org]
> On Behalf Of Russell Fulton
> Sent: Wednesday, March 08, 2006 4:20 PM
> To: UNIversity Security Operations Group; UNIversity Security Operations
> Group; UNIversity Security Operations Group; UNIversity Security
> Operations Group; UNIversity Security Operations Group; UNIversity
> Security Operations Group; UNIversity Security Operations Group;
> UNIversity Security Operations Group; UNIversity Security Operations
> Group; UNIversity Security Operations Group; UNIversity Security
> Operations Group; UNIversity Security Operations Group
> Subject: Re: [unisog] Systems support staff on HelpDesk rotation?
> 
> 
> 
> 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.
> 
> This idea has admirable aims but is, I believe, fundamentally flawed.  I
> know of no institution that does this.
> 
> I think the flaw lies in the assumption that you can change peoples
> (SAs) attitudes by making them do something they will hate.  This will
> lead to a hardening of attitudes if anything.
> 
> I do think that exposing system administrators and other techs to the
> service desk coal face is a good idea but let it be a one off
> occurrence.   I.e. they get to spend a day at the service desk to see
> how things work, spend a couple of hours answering day to day queries
> (under supervision ;),  spend some time going though all the procedure
> documentation, talk to the crisis coordinators...  Hopefully they will
> come away with a better appreciation of the problems that the help desk
> face and be more accommodating as the consequence.
> 
> In my experience the hardest thing to get through to techs who are
> fixing problems is that they *must* let someone know what is happening.
>  In most organisations that 'someone' is the helpdesk.  I personally
> believe that each tech group should have a person who is the designated
> helpdesk liaison bod.  If there is a crisis it is their job to find out
> from the techs what is happening, when a fix is expected etc. and then
> they communicate with the  helpdesk  and higher management (in many
> cases this could be the first level management).
> 
> The same goes for service desk staff, they could gain some insight from
> spending a day or so visiting the various groups that the front for.
> 
> We had a scheme similar to this but the visits were just for an hour or
>  so and tended to end up with the visitors getting a more or less
> prepared spiel and I'm not sure how useful it was.  The practice quietly
> died -- I think that say it all.
> 
> One simple thing that can help here is to make sure the techies and the
> helpdesk staff have a chance to meet in person reasonably regularly.
> It's much easier to be rude to someone you have never (or rarely) met
> and who works in another building on the other side of the campus.
> 
> Cheers, Russell
> _______________________________________________
> unisog mailing list
> unisog at lists.sans.org
> http://www.dshield.org/mailman/listinfo/unisog
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3082 bytes
Desc: not available
Url : http://www.dshield.org/pipermail/unisog/attachments/20060308/cd5faa1a/smime.bin


More information about the unisog mailing list