Two papers about the Hell Desk

Two papers from the Reg Library today about housing Tech Support teams and getting the best out of them. The Virtual Support Centre: delivering support anytime, anywhere So here’s the pitch, from an outfit called SupportIndustry.com (and sponsored by Citrix). Virtual Support Centres (VSC) are tech support centres and IT help …

[Ash]

This isn't IT Support!

Where's the documentation on how to make a Tazer from a disposable camera and a couple of long nails?

No kill -9 logon scripts?

You'd think they WANTED users on the network...

[Anonymous Coward]

@Ash: Wednesday 4th February 2009 13:58 GMT

I think the papers were about HellDesk, not real support.

Real support means a ClueBat, a LART, a Tazer, a set of lockpicks and a nice big roll of disposable carpet. For HellDesk, all you need is a cough and list of Carol Beer quotes.

[Tim Shears]

neat...

Like the CFO or the CEO is going to listen to this....

[ed]

two reports not necessarily contradictory

As long as you have well qualified sysadmins concentrated organizationally, within your agency. Good communications (IM!) and management necessary for the "homesourced".

[Gilbert Wham]

Awesome.

I'm happy to do helldesk, so long as I can do it at home, sans pants.

[jake]

Get back to work!

"CIOs, are you listening? More sysadmins with more training equals better performance. Sounds like common sense?"

Common sense is neither ... Especially InTheseTryingTimes[tm]. Anything that is overhead is going to be downsized. To a CIO (most of whom are clueless about real world technology), HellDesks are an obvious place to trim the budget. I mean, everyone knows that computers are SUPPOSED to crash, right? So just reinstall & get back to work!

::sighs::