[unisog] Systems support staff on HelpDesk rotation?

Gasper, Rick rickgasper at kings.edu
Mon Mar 13 16:27:20 GMT 2006

We normally don't do this, however, our director has an open ended
invitation to anyone to shadow anyone else. 

I also am teaching a class where we have students shadow IT staff. The
class is very popular.

One last comment, I normally do not have to go out on help desk calls. I
went out on a couple last week on a whim. It was an eye opening
experience.  First I became a face to a couple of new people, instead of
a voice. And I was able to get a feeling of what our help desk people
deal with. Bottom line: I will be making more trips out to the end

Rick Gasper 
Manager, Network Services 
King's College 
133 N. River St 
Wilkes-Barre PA  18711 
PH: 570-208-5845 
Fax: 570-208-6072 
Cell: 570-760-0335 
rickgasper at kings.edu 


-----Original Message-----
From: unisog-bounces at lists.sans.org
[mailto:unisog-bounces at lists.sans.org] On Behalf Of Robin Anderson
Sent: Wednesday, March 08, 2006 1:44 PM
To: unisog at lists.sans.org
Subject: [unisog] Systems support staff on HelpDesk rotation?

Our management is considering rotating all technical/systems support
through the HelpDesk on some sort of preset schedule.  The stated goal
to expose the staff to a direct customer service and support
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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