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Questions tagged [tech-support]

For questions pertaining to the tech-support industry, which offers services and assistance to users of technology products, usually computers and mobile phones.

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vote
3answers
431 views

Provide 2nd line tech support without disrupting sprint

We have two teams: a customer support one and a development team - and they're both very small (1-5 people) Every now and then customers may raise issues that are too technical for the customer ...
13
votes
8answers
864 views

Handing off (to another team) support processes - how to communicate that not everything can be part of a “checklist”?

Summary: I'm a developer, and currently also do support for the stuff I develop. Due to organisational reasons I'm being asked to hand off the 'support' function to a dedicated support team, but they ...
17
votes
7answers
2k views

Coworkers bypass the support ticket system and call me directly for help

I'm a System Administrator in a web solutions company. We're a company of about 50-70 people in Developer, Marketing, and Control Project teams. Because of my type of job, I'm getting 30+ phone calls ...
8
votes
6answers
616 views

How to encourage a Support Team to own live issues?

Development Teams, scrum teams thrive then they have a fixed scope and can limit the amount of unplanned work which creeps in and disrupts their sprints. An issues I've come across a couple of times ...
126
votes
17answers
37k views

Laptop turned in to IT support has a document with staff member's name. Is it ethical for the staff member to read it?

I'm one of the two team members who work in IT support at my company. I recently had a laptop turned in for hard drive replacement. While copying the files to the new drive, I noticed a document named ...