TO THE HELP DESK PERSONNEL:
If people try to cut the queue in the IT call center, it's not because they're impatient. There are two factors that, together, cause people to try and circumvent the ticketing process.
1) Management above you has inadequately staffed the help desk in order to cut costs.
2) The people who call you are dedicated employees who genuinely want to get back to work and be productive.
As a help desk worker, you can't fix this. But you should at least understand what's really going on.
TO THE PEOPLE WHO CONTACT THE HELP DESK:
If the person you called seems to be an idiot, you’re wrong. They’re not. There are two factors that, together, cause them to give you inadequate support.
1) Management hasn’t trained them adequately. They want to succeed in their job, but they were thrown to the wolves, so to speak, by managers with understaffed departments and insufficient training budgets.
2) They’re rendered powerless by policies they didn’t create. Even if they know what you really need, they’re bound by rules that specify what they can and cannot do.
As an employee needing an IT issue resolved, you can’t fix this. But you should at least understand what’s really going on.
As someone who has managed help desks, and who has managed help desk managers, I’ve seen the issues up close. These problems can be solved if upper management is willing to change how things are done.
LTB Service Desk 0.6 released!
This a major version including a lot of new features!
Active Directory support
Comments
Validity dates and enable status
Of course LTB Service Desk is a Free Software (GPL license)
More information on 
... bitte seid berechnend, um eine Nachricht zu erhalten.
