Well I've started my new job and thoroughly enjoying it. It's busy, busy all the time, but the team pulls together and by the end of the day everything gets cleared.
And now to today's lesson. Effectively I work on a helpdesk, not a call centre, where we provide a technical managed service.
Personally it astounds me the lack of IT skills we encounter and the sheer lack of diagnostics and information we are provided when people raise a ticket.
So I thought I'd quickly outline the basics that people should do.
1) Who is it effecting. And I don't expect a panicky everyone.
2) What are the symptoms.
3) What are you trying to do.
4) Does any of it work.
5) Provided samples (full samples not cut and paste from the returning email, we want the whole thing including headers), and try to avoid screen shots, we can't paste them into log searches.
6) When did this start occurring
7) Has anything changed at your end (and we mean anything).
If you don't we'll just ask for it anyway.
