Some thoughts on helpdesk system

I think infrastructure gets the heat a lot of times while not being at fault.  I feel for them; I worked support for a while and know how tough the job is.  I also feel some injustice, because these are actually really smart people if you talk to them individually.  That got me thinking about all the companies I worked for; which one's helpdesk system works, and which one doesn't.

My opinion at this time is that any company with a single system of ticket processing system is doomed to fail.  You need different queue for different groups, then you get timely response and professional opinion.  However, this is where it gets tricky to get different groups to work together on company-wide issue.  Some processes work, and some don't.  I certainly don't envy those managers.

Print | posted on Thursday, October 3, 2013 9:47 AM

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