Timeline for How to deal with non-stop callers in the service desk
Current License: CC BY-SA 4.0
6 events
| when toggle format | what | by | license | comment | |
|---|---|---|---|---|---|
| Oct 21, 2019 at 15:26 | comment | added | David | That's good. Anything that makes it easy for people to get the hardware they need ASAP will help reduce frustration. You may even want to just buy a bunch of cables and leave them in a designated area near different offices / floors etc (as long as the office is generally secure). | |
| Oct 21, 2019 at 7:57 | comment | added | Julian Bechtold | Beople can always come to the servicedesk office to get the Hardware they require. | |
| Oct 19, 2019 at 5:44 | comment | added | David | This shouldn't get negative attention from the boss as they have already agreed to the plan. | |
| Oct 19, 2019 at 3:51 | comment | added | user51273 | This "service desk" is one person, and the current disaster needs dealing with as a disaster. Several good references (including The Visible Ops handbook) emphasize the need for triage first. Blocking the calls of those who clearly abuse the system is exactly the right answer. This is not an end point, but a tool to restore some functionality to a deeply dysfunctional system. --- I wouldn't even ask permission. Just inform your supervisor to expect some incoming calls, and of course, why. This way your supv can handle the exceptions while you handle the bulk. | |
| Oct 18, 2019 at 21:38 | comment | added | Nathan Goings | This is a great way to get your boss's (negative) attention. I've never even dreamed about blocking numbers let alone blocking numbers at the service desk. | |
| Oct 18, 2019 at 17:52 | history | answered | David | CC BY-SA 4.0 |