Helpdesk: The Manual

[the-s-guy.livejournal.com]

What if we were allowed to write documents telling people how to get the best out of the Helpdesk? A "how-to" manual? This one's based on my own workplace - what would work at yours?

Source: Corporate Intranet site: IT Helpdesk

Document filed under: Who we are, what we do, and how to get the best out of us

Document title: How to get maximum performance out of the IT Helpdesk with minimum hassle

If you are an individual staff member

• Reboot. For God's sake, BEFORE DOING ANYTHING ELSE, log out and reboot the workstation, then see if the problem happens again. This will save so much of both our times it's not funny.


• Check around. Are you the only person in the office having this problem? If not, how many others are having the same problem? Do any of them already know the fix? Who's your office technical representative, and have they been informed of the issue>?


• Check with your tech rep, supervisor or manager before calling I.T. The Helpdesk is not a switchboard or an Information service; we're a computer repair division. Your city-group has one THOUSAND staff for every ONE of our technicians - you shouldn't even be calling unless you are the office's technical rep, at least supervisor level, (or, in a pinch, the highest ranking person physically available in the office at the moment). Each one of us is also serving twenty other offices as well as yours, so have your supe wait on the phone instead of you, huh?


• Call the right team. Nothing annoys both you and us more than you calling the wrong number and waiting in a phone queue for half an hour, only to be told that you've just wasted both our times, plus the time of all the people in the queue behind you. There is a list of teams and their areas of responsibility [here], please check it first. And did you remember to check with your supervisor before calling?

If you are a team

• Know who your local technical rep is and report everything to them first.


• Minimise your wait time by clicking [here] for the correct phone number to call.


• Train your staff in how to use their computers. Call the training division on [####].


• Appreciation Bribes. Send cookies or beer.

Comments

[jkesus.livejournal.com]

COOOOKIESSS AND BEEEEEEER would be a wonderful addition to my IT workplace.

[doitalone.livejournal.com]

Cookies and beer?

Cookies and beer taste bad together.

Send cook out foods and beer.

[fixerkitty.livejournal.com]

A fucking MEN.


Although you should have a wider selection of bribes. Cookies and/or beer don't work well for me. What DOES work:

Cats tickets mainly, also Phantom and/or Evita
Getting me on the VIP list for a concert that I'm not already on the list for
Soju or sake
Sushi
Various gift certificates
Etc.

;)

[xrockravenx.livejournal.com]

mmm sushi..

[xforge.livejournal.com]

Cats tickets mainly, also Phantom and/or Evita

Blue Man Group, or Cirque du Soleil. = )

[fixerkitty.livejournal.com]

Aww yeah. I've wanted to see BMG for years.

[xrockravenx.livejournal.com]

I agree so much with the reboot one.... GOD, do you know how many times I've had to deal with someone over some stupid issue that ends up being resolved over a simple reboot that *I* would have to tell them to do as IF they couldn't work their brain for half a minute to do themselves??

~_~

[jecook]

Hells yes.

Fortunately, the majority of the staff at Company CA are pretty bright, and they've been trained on the proper chain of command.

[kedemel.livejournal.com]

w0rd.