I absolutely love my role as a help desk pro (managed services) especially in the knowledge that being able to work my magic behind the scenes means clients are ever thankful for the rounded support they receive. However, the stiffest challenges always seem to come from within (Management) who either unknowingly or just without care continually aim to eliminate the human factor in supporting users which often leaves me between a rock and a hard place like having to tell users...
" terribly sorry as while I'd love to spend 2 minutes shedding some light on the topic of assigning file permissions or inheritance this would unfortunately be classed as educating the user which is not within my remit"
I hope for the day it is realised how non-customer focused this approach appears.
CRM must not be limited software analysis and audits; encourage the human factor too.
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