Running a Help Desk or a Data Center can be confusing in that while you try to treat all customers the same way, there are just some people who need extra-special assistance. You may go all out for your internal and external customers but there are always certain classes of people who you really have to go ALL OUT for.
We call these people executives and people of power, such as customers, business partners, presidents, vice presidents, owners, administrative assistants to people of power, etc.
It may not matter how small or piddly their call is. When the phone rings or the email comes, they immediately go to the top of queue and you solve their issue as fast as you possibly can. No matter how hard you work at resolving user issues, you must work harder and faster in resolving these people’s issues. And if you don’t believe that, there’s usually all kinds of people insisting that you go into hyper-drive to get the people of power’s interests resolved.
It’s part of the job.
I call this the Animal Farm rule of IT Support, since the core spirit comes from George Orwell’s Animal Farm where the animals start with this commandment after they’ve overthrown the farmer and took over the farm:
All animals are created equal
In one of my roles, I run a Help Desk for two companies outside of Chicago. One of the confusing things about Help Desk management and talking to people about an IT Operations Help Desk, is that people don’t understand what Level 1, Level 2, and Level 3 Help Desk support is (as well as Level 0 support and Level 4 support, which not everyone talks about). Here’s my quick primer on what each of these functions do. Continue reading
The cover of issue #1 of Cerebus the Aardvark, 1977. Dave Sim helped spark a movement in the 1990s for independent comics outside of the mainstream.
When writing this blog, I take a lot of inspiration from Dave Sim, creator of the independent comic book Cerebus the Aardvark.
Here’s the best advice he ever gave about producing a good quality product on a regular basis.
Just sit down and do it. First you get good, then you get fast, then you get good and fast.
–Dave Sim, 1993
LinkedIn Tip: Use the ’@’ sign if you want to create profile links in LinkedIn shares
How it works
In a recent LI share, I included a link to my colleague Dan Burger’s LinkedIn profile by typing the share this way.
IBM i news from @Dan Burger at IT Jungle: Fresche Legacy acquires looksoftware. http://lnkd.in/brZ66qu
I took the plunge last week and posted my first article on LinkedIn Publisher. It called five things to do before going live with enterprise software, if you want to take a look. Continue reading
If you’re using Twitter for business, I’d recommend your Twitter ratio of shared tweets/retweets to your own tweets should be at least 3:1.
You should tweet about, retweet, or promote other people’s content, ideas, and messages at least three times as often as you tweet about your own content, ideas, & messages.