[unisog] Systems support staff on HelpDesk rotation?

Cal Frye cjf at calfrye.com
Thu Mar 9 16:47:35 GMT 2006

Interesting variation. It would also be quite useful for the help-desk staff to
"ride along" on MY end of closing a trouble ticket -- so they can understand why
I need the information I do from the user, what diagnostic steps are good, etc.

--Cal Frye, Network Administrator, Oberlin College
   www.calfrye.com, www.pitalabs.com, www.ouuf.org

Brad Judy wrote:
> We have optional service center "ride alongs" that some group managers
> have strongly encouraged among their staff.  I did one myself some time
> ago and it was very enlightening, particularly about the wide range of
> calls they receive.  These "ride alongs" are short (2-4 hours IIRC)
> sessions of sitting 'shotgun' with one of our call center staff members
> listening on a second headset.  In general, the ride-along person does
> not participate in providing support, but mainly just listens.  
> I can't say if it has made customers happier, but I think it has
> improved the understanding of the service center role among the other
> staff and has led to some improvements in workflow.  You'd be surprised
> how far just that amount of exposure can go, particularly if it is
> revisited periodically.  The "ride along" idea avoids the problems of
> staff always trying to get up to speed on service center level support
> for all services and is pretty easy to try out.  
> I definitely encourage you to give it a try.
> Brad Judy
> Information Technology Services
> University of Colorado at Boulder

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