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by Joel_Mckay
631 days ago
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In general, most IT departments operate on a multi-tier service model to keep users from directly annoying your engineers. 1. Call center support desk with documented support issues, and most recent successful resolutions. 2. Junior level technology folks dispatched for basic troubleshooting, documented repair procedures, and testing upper support level solutions 3. Specialists that understand the core systems, process tier 2 bug reports, and feed back repairs/features into the chain 4. Bipedal lab critters involved in research projects... if your are very quiet, you may see them scurry behind the rack-servers back into the shadows. Managers tend to fail when asking talent to triple/quadruple wield roles at a firm. No App is going to fix how inexperienced coordinators burn out staff. =3 |
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