[unisog] Systems support staff on HelpDesk rotation?

Brad Judy 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.  

Brad Judy

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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