I want to posit a hypothetical situation-
You have a central office that houses your current technical support team. You have a team of three technical analysts. You are required to support your central office and 7 remote offices. These remote offices are scattered across your city, surrounding cities, and outside your state. Let’s say you have roughly 300 non-technical employees.
At current, your techs have a “standard” set up: phones, and a ticket assignment program.
This is great for when something is on fire, but how would you deal with preventive maintenance?
Do you trust your non-technical employees to be ever vigilant?
Do you schedule site visits?
I just want to know what you all think about that kind of situation.
I personally lean towards the site visits, but that’s an awfully bulky scenario for a small department with a relatively large user base. With the current focus on effectiveness and efficiency, I’d be amazed if there weren’t some people out there with a degree of expertise on all this.