Help for the Help Desk
By Ed. Filed in Business, Computers & Internet, Technology |
When I left the computer company, I was frustrated and angry that the company was in deep trouble with the Government and I was not privy to the plans to change things up. The CEO of the company was great at starting up new companies but lousy at keeping one running. That seems to be true with a lot of entrepreneurs. The problem with what this man was doing was trying to land a lot of contracts on speculation instead of having the equipment and personnel in place to fulfill the contracts when they were awarded. He would laugh about it and say that we were just “backing into” the contracts. Once the contracts were awarded we scrambled to find a way to meet the deliverables.
This put a lot of extra pressure on the engineers. Frankly, I think most engineers accept a certain of pressure as part of the job. Perhaps they even thrive on the clock ticking with deadlines looming. But in my experience, especially with computer issues, haste makes waste. If you release a program before it is thoroughly tested and approved, you end up with bugs and user issues, and then the consumer gets frustrated and angry. It’s a bad situation for the people manning the help desk.
The engineers at my company would have gotten a lot of use from the Atlassian company’s programs. Their JIRA program helps with bug tracking and issue tracking and help desk tickets.
I happened across the Atlassian site tonight and was reading about the wiki software and the eight different programs they’ve developed to help the tech support and engineering teams. Their web site offers product tours and a free 30 day trial of their software. That’s a good way to convince people of the value in your offering.