Devoted to Help Desk and Technical Support personnel and applications

How do you teach 70 or more technicians with a variety of skill levels to do each task the same way every time?  They need to follow well written Standard Operating Procedures.  Who are the best people to write these procedures? The people who complain the most – of course!  

While working on a multi-tiered helpdesk, I often took calls from tier two and tier three managers who would come to me when things weren't going their way.  I often found myself saying, "Do you remember that Change Management package we sent to you a couple of months ago?  If you need us to handle this the same way every time, I need you to fill that out…”  

An electronic Change Management package makes it easy for other groups to identify common trouble spots and give our techs solid solutions to problems.  In cases where my techs had to escalate the issue, the procedures provided them with the correct questions to ask so they could document in their tickets.  (To learn more about how to develop a Change Management form, subcribe to my blog today!)

Admittedly, it isn’t always easy to get the “complainers” to take on the task, but in my experience once they see the results, they are happy to do it again.  When I explained this to one of my directors recently he said, “You are absolutely right Linda Marie.  We need to put the responsibility in the hands of the person complaining about it.”