Require help desk analysts to make the most of down time
Source: TechRepublic
During this 16-minute podcast, help desk guru Jeff Davis and TechRepublic Section Editor Bill Detwiler explore the issue of help desk time management.
Should help desk analysts be allowed to do whatever they want when they're not answering and documenting calls? Or should they be asked to perform other duties between calls? Is too much down time a sign the help desk is overstaffed? There's been some fervent debate and discussion on TechRepublic about this topic.During this 16-minute podcast, help desk guru Jeff Davis and I explore the issue of help desk time management. Jeff explains why analysts should do more than just wait for the next call and offers advice IT managers who need to motivate their staff.
This audio download is part of TechRepublic's Rootcast series hosted by Bill Detwiler. Visit our Rootcast area for more podcasts on critical IT issues.
Should help desk analysts be allowed to do whatever they want when they're not answering and documenting calls? Or should they be asked to perform other duties between calls? Is too much down time a sign the help desk is overstaffed? There's been some fervent debate and discussion on TechRepublic about this topic.During this 16-minute podcast, help desk guru Jeff Davis and I explore the issue of help desk time management. Jeff explains why analysts should do more than just wait for the next call and offers advice IT managers who need to motivate their staff.
This audio download is part of TechRepublic's Rootcast series hosted by Bill Detwiler. Visit our Rootcast area for more podcasts on critical IT issues.
| Format: | Other Download | Size: | 7.00 |
| Version: | 1.0 | Date: | May 2006 |
| Downloads: | 2962 |
