<?xml version="1.0" encoding="UTF-8" ?>
<rss version="2.0" xmlns:s="http://www.techrepublic.com/search" xmlns:dc="http://purl.org/dc/elements/1.1/"  xmlns:atom="http://www.w3.org/2005/Atom">
<channel>
    <title><![CDATA[Discussion on Five tips for reducing the stress of user support calls ]]></title>
    <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752]]></link>
    <atom:link rel="hub" type="application/rss+xml" href="http://pubsubhubbub.appspot.com/" />
    <atom:link rel="self" type="application/rss+xml" href="http://www.techrepublic.com/forum/discussions/102-346752/rss" />

    <description><![CDATA[]]></description>
    <language>en-us</language>
    <lastBuildDate>2013-05-22T23:51:40-07:00</lastBuildDate>
             

    <item>
        <title><![CDATA[Point 3 is a good one]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3506430]]></link>
        <description><![CDATA[I like point three, gets my vote.But &quot;..There was even one manager who would try to strong-arm me by threatening to have my wife fired..&quot; really did this actually happen. Sounds a bit like Jacknory to me.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3506430]]></guid>
        <dc:creator><![CDATA[sipeki]]></dc:creator>
        <pubDate>Mon, 03 Oct 2011 05:20:20 -0700</pubDate>
    </item>
             

    <item>
        <title><![CDATA[My Thoughts or IMHO]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3479333]]></link>
        <description><![CDATA[1. AbuseIf you have abusive users they are not only abusive to the helpdesk personnel.  They should be reported to their manager and/or HR.2. PrioritiesThis is true for any position.  Whenever I think my day is all planned and &quot; I'm going to get things done today, that is when a switch dies or the router at a remote site craps out.  Sometime there is just a trump card played at the most inconvenient time.3. ManagerIf every ticket at the helpdesk had to go through my manager two thing would happen.     1. My manager would get his job done.     2. One of the support tech would lose their position to the demoted manager.There should be clear guidelines to what constitutes a level 4 vs. a level 1 ticket that any reasonably competent tech should be able to follow.4. Impromptu SupportThis is a tricky area.  When I am ask to answer a &quot;quick question&quot; my answer depends on the situation.  If I am headed somewhere to fix something I usually respond with &quot;Send me an e-mail and I will get back to you as soon as I can.&quot; or &quot;Open a ticket with the helpdesk.&quot; This then requires the user to evaluate weather or not this is worth their time to actually send the e-mail or open the ticket.5. Personal EquipmentGood point.  There is not a personal job that should be required to be done for anyone, not even the CEO.  However, what I have done, since I work at a non-profit company, is to bill the user at retail rates as a donation back to my company.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3479333]]></guid>
        <dc:creator><![CDATA[V.H. Scarpacci]]></dc:creator>
        <pubDate>Tue, 02 Aug 2011 04:38:51 -0700</pubDate>
    </item>
             

    <item>
        <title><![CDATA[VCR]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3478951]]></link>
        <description><![CDATA[How else am I supposed to remove the toast my kid jammed into the VCR if not for my helpdesk lackeys?  This article shows no compassion for overworked managers with young children.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3478951]]></guid>
        <dc:creator><![CDATA[jkiernan@...]]></dc:creator>
        <pubDate>Mon, 01 Aug 2011 07:24:51 -0700</pubDate>
    </item>
             

    <item>
        <title><![CDATA[point number 5 always is giving me headache.]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3478876]]></link>
        <description><![CDATA[Thanks for 5 tips for reducing the stress of user support. Especial number 5]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3478876]]></guid>
        <dc:creator><![CDATA[fernandorap]]></dc:creator>
        <pubDate>Mon, 01 Aug 2011 05:03:07 -0700</pubDate>
    </item>
             

    <item>
        <title><![CDATA[Point 1 is about the only one I'd get away with]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3477537]]></link>
        <description><![CDATA[Everything else would be valid if only I could get the backup to say no to impromptu support or to make them stick to the procedures.  Although we do have a process the end users are supposed to follow when raising support requests, getting permission to say no if they step out of that process is difficult at the best of times.  Also, having a manager that actually stays after hours to &quot;help out&quot; with personal electronics and has every gadget under the sun on his desk at work definitely does not help the cause.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-346752-3477537]]></guid>
        <dc:creator><![CDATA[OurITLady]]></dc:creator>
        <pubDate>Thu, 28 Jul 2011 07:02:48 -0700</pubDate>
    </item>
    </channel>
</rss>

