Oron Peled <[EMAIL PROTECTED]> writes: > So now the problem is -- how to correctly use the "guru" resources > we have:
My own experience tells me that just about the only thing one can do is educate the help desk personnel about what they know and what they don't (caveat: you need to hire staff that are able to "get this"), and about who is the expert in what at the second and third line of defence. Another very useful thing (I am assuming that ISPs do this one way or another) is log support tickets and how they were addressed and resolved. *Some* of the gurus' time (those gurus who do the last ditch support) should be spent grepping through those logs one way or another (tools needed), correcting mistakes, giving feedback to 1st line support, contacting customers with non-trivial problems directly, etc. All that activity (apart from grepping itself) should also be logged. And a final word: postmortems. The biggest problem: high turnover rate among the help desk staff: by the time they get some experience they "graduate" to other jobs. I heard many times that one big company with a reputation for truly excellent tech support is Cisco. Is there anything written on how they do it? -- Oleg Goldshmidt | [EMAIL PROTECTED] ================================================================= "... Of theoretical physics and programming, programming embodied the greater intellectual challenge." [E.W.Dijkstra, 1930 - 2002.] ================================================================= To unsubscribe, send mail to [EMAIL PROTECTED] with the word "unsubscribe" in the message body, e.g., run the command echo unsubscribe | mail [EMAIL PROTECTED]
