Comments on: Does anyone get any support from CORE? http://www.terminally-incoherent.com/blog/2006/03/02/does-anyone-get-any-support-from-core/ Utterly random, incoherent and disjointed rants and ramblings... Sat, 22 Nov 2008 09:42:11 +0000 http://wordpress.org/?v=2.0.5 by: Luke http://www.terminally-incoherent.com/blog/2006/03/02/does-anyone-get-any-support-from-core/#comment-129 Fri, 03 Mar 2006 17:57:00 +0000 http://www.terminally-incoherent.com/blog/2006/03/02/does-anyone-get-any-support-from-core/#comment-129 Of course. That's what I would do too :P I guess that's the problem with high volume helpdesks. Calls get lost, and techies close the calls prematurely to get credit. If the same person calls again i 2 hours you make another ticket and close it again. Thus you get 2 closings for the price of one :) I run a low volume helpdesk, where we I need to support around 50 field examiners for a company. We do not have any credit system - we simply need to fix problems as they come up or the employees complain to the boss. Essentially I deal with 3-4 people per day - which means I either need to fix their problem, or convince them that there is just nothing I can do to help them. They also can call me back and yell at me if I fuck up :P So essentially we aim for more quality service. But if you have a really high volume of calls, this approach is not very practical... BTW, note that CORE Helpdesk != OIT Helpdesk. CORE is CSAM-only support group. Of course. That’s what I would do too P

I guess that’s the problem with high volume helpdesks. Calls get lost, and techies close the calls prematurely to get credit. If the same person calls again i 2 hours you make another ticket and close it again. Thus you get 2 closings for the price of one )

I run a low volume helpdesk, where we I need to support around 50 field examiners for a company. We do not have any credit system - we simply need to fix problems as they come up or the employees complain to the boss.

Essentially I deal with 3-4 people per day - which means I either need to fix their problem, or convince them that there is just nothing I can do to help them. They also can call me back and yell at me if I fuck up P

So essentially we aim for more quality service. But if you have a really high volume of calls, this approach is not very practical…

BTW, note that CORE Helpdesk != OIT Helpdesk. CORE is CSAM-only support group.

]]> by: Matt http://www.terminally-incoherent.com/blog/2006/03/02/does-anyone-get-any-support-from-core/#comment-128 Fri, 03 Mar 2006 16:31:00 +0000 http://www.terminally-incoherent.com/blog/2006/03/02/does-anyone-get-any-support-from-core/#comment-128 The system that we use for keeping track of support calls is way too complicated. i still don't know what half of the stuff means. so it's easy for calls to get lost in the system. But, all you need is someones last name to open up a call. and every call you close, you get credit for. so if someone gives me their last name, and the problem is something simple like plugging in a wire, i open a call and close it just so i can get the credit lol. The system that we use for keeping track of support calls is way too complicated. i still don’t know what half of the stuff means. so it’s easy for calls to get lost in the system.

But, all you need is someones last name to open up a call. and every call you close, you get credit for. so if someone gives me their last name, and the problem is something simple like plugging in a wire, i open a call and close it just so i can get the credit lol.

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