tag:blogger.com,1999:blog-155356592008-02-04T06:01:02.815-05:00Steven McElweeBlogger2125tag:blogger.com,1999:blog-15535659.post-1170213269407611132007-02-01T22:13:00.000-05:002007-05-17T20:11:03.355-04:00

Priority Reports for Support TeamsOne of the greatest frustrations of customers and help desk associates alike is when a help case must be escalated outside of the help desk. These are the requests that fall into a black hole. The customer calls up regularly to inquire about the status. The help desk contacts the support technician assigned to the case for a status. The customer is frustrated

Steven McElweetag:blogger.com,1999:blog-15535659.post-1167600425587118862007-01-01T16:22:00.000-05:002007-01-19T22:58:44.063-05:00

The Help Desk: Dumping Ground or Focused Performance Many help desks become the dumping ground for security, administrative tasks, training, non-support communication, change management, and ID setup. In addition, many second or third level support teams use the help desk as a shield to keep away from customer interaction. Most of these things are distractions that cloud your main purpose and

Steven McElwee