Long days
Hrm, so much to do, so little time to do it in... that's terrible.
The last few days at work have been a blur of routing tickets and special projects, escalations and process review. Now we have to take a few dedicated hours to figure out how to integrate my counterpart in California into a new department with us. Yeah, this'll be great. I'm not worried about her, I'm worried about the rest of us - this new department is coming fast and we don't have all the processes in place yet. We're supposed to create them in a kind of "Make process and get detailed, but be flexible, because we don't know what to expect" way. Thanks, boss. Giving us this much control over process design, but we can't get any of the information that we're starving for.
Are the tickets for said department going to come in conventionally, or do they get their own queue to check? We're not sure yet. So there's a process to handle that
Who are the technicians that we're handing tickets off to? Well, they haven't been hired yet.
We currently print ticket and hand them to the techs. What should we do when 1/3 of the initial team is in another state? Well, paper really isn't efficient. We need something else.
My 'job' at this level is to take incoming tickets from the client system, reality-check them to get appropriate asset and location info, then hand off to a deskside tech. With the new department, I'm going to have to sluice some tickets to a replacement depot and some to other techs for further troubleshooting - meaning that I have to do some troubleshooting myself. This is not a big deal, I've got a decade in IT. However, when we submitted a process doc to management, they came back with absurd recommendations - like designing a question matrix to catch people lying about their equipment. Hell, I have 3 minutes to get the ticket in, contact the EU, verify the asset and location info in the ticket, and check to see if it's an obvious hardware fault (shattered screen, missing keys, and my personal favorite, "water applied to power supply"). Now you want me to determine the actually problem type AND catch the liars? AND THEN push it off to a triage tech for possible resolution? Sorry, man. I live in reality. We just don't have the bandwidth. There are three of us. There are 50,000 supported systems (laptops) in the company.
We NEED something to make this work. We don't need "You can do it" management, we need someone to give us some parameters or something to work with. Otherwise, any process we make is nothing more than a best-guess.
Rahr. We don't even know when this will go live, just that it's "soon"
The last few days at work have been a blur of routing tickets and special projects, escalations and process review. Now we have to take a few dedicated hours to figure out how to integrate my counterpart in California into a new department with us. Yeah, this'll be great. I'm not worried about her, I'm worried about the rest of us - this new department is coming fast and we don't have all the processes in place yet. We're supposed to create them in a kind of "Make process and get detailed, but be flexible, because we don't know what to expect" way. Thanks, boss. Giving us this much control over process design, but we can't get any of the information that we're starving for.
Are the tickets for said department going to come in conventionally, or do they get their own queue to check? We're not sure yet. So there's a process to handle that
Who are the technicians that we're handing tickets off to? Well, they haven't been hired yet.
We currently print ticket and hand them to the techs. What should we do when 1/3 of the initial team is in another state? Well, paper really isn't efficient. We need something else.
My 'job' at this level is to take incoming tickets from the client system, reality-check them to get appropriate asset and location info, then hand off to a deskside tech. With the new department, I'm going to have to sluice some tickets to a replacement depot and some to other techs for further troubleshooting - meaning that I have to do some troubleshooting myself. This is not a big deal, I've got a decade in IT. However, when we submitted a process doc to management, they came back with absurd recommendations - like designing a question matrix to catch people lying about their equipment. Hell, I have 3 minutes to get the ticket in, contact the EU, verify the asset and location info in the ticket, and check to see if it's an obvious hardware fault (shattered screen, missing keys, and my personal favorite, "water applied to power supply"). Now you want me to determine the actually problem type AND catch the liars? AND THEN push it off to a triage tech for possible resolution? Sorry, man. I live in reality. We just don't have the bandwidth. There are three of us. There are 50,000 supported systems (laptops) in the company.
We NEED something to make this work. We don't need "You can do it" management, we need someone to give us some parameters or something to work with. Otherwise, any process we make is nothing more than a best-guess.
Rahr. We don't even know when this will go live, just that it's "soon"
