[unisog] Systems support staff on HelpDesk rotation?
Brad.Judy at colorado.edu
Thu Mar 9 17:22:10 GMT 2006
Yes, one of the strengths of the 'ride-along' is that it can go in any
direction since expertise is not required. A DBA could ride-along with
a network tech, or a digital video expert could ride-along with a
programmer. Wherever you'd like to strengthen understanding and perhaps
improve workflow. Of course, some positions work better for ride-alongs
than other just due to the nature of the duties.
University of Colorado at Boulder
> -----Original Message-----
> From: unisog-bounces at lists.sans.org
> [mailto:unisog-bounces at lists.sans.org] On Behalf Of Cal Frye
> Sent: Thursday, March 09, 2006 9:48 AM
> To: UNIversity Security Operations Group
> Subject: Re: [unisog] Systems support staff on HelpDesk rotation?
> 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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