Devoted to Help Desk and Technical Support personnel and applications

As promised in Part 1 of "Impress Your Boss! Write a Newsletter! I have prepared a sample newsletter for you to follow.  Subscribe today so you can follow this series, and receive more important tips about managing your helpdesk.

Hey Team!

First I want to congratulate everyone for doing such a fantastic a job this week.  Call volumes have been very high due to the online training deadlines, and I really appreciate your hard work. Thank you for hanging in there!

Speaking of online training, we have great news.  The “Forgot Password?” link is going to be implemented over the weekend, and that should reduce the number of password reset calls we're getting.  In addition, we are in the process of hiring seven more people to help lighten your load.  This week two new people joined the ranks, be sure to welcome Tammy Richards and Joseph Romero to the team.  

The company Summer Picnic is this Saturday, and I look forward to enjoying it with you. There will be plenty of food and festivities, so be sure to bring the entire family.

Thanks again,
Linda Marie

Highlights
1.    If you haven’t RSVP’d for the company picnic, please do so as soon as possible so that we order enough food for everyone.

2.    Training will start next week for the new local application you have been hearing about called WMR.  WMR will replace OME which will automatically solve a lot of irritating problems in that buggy old system.

Fine Tuning

1.  This week we had received feed back from our Tier 2 folks in the Network Operations Center (NOC).  They received a number of tickets last week from our help desk that were missing documentation.  Before sending a ticket to the  NOC, be sure you have done your homework.  Re-read the knowledge base documents for NOC tickets, collect IP addresses, and document why you think the NOC needs to take a look at this issue...  

TechToon of the Week

(Watch for my upcoming post about my favorite cartoonist Randy Glasbergen.)