Does your helpdesk actually help?

We have a helpdesk at work that is starting to drive me nuts. It is as if they just want to make the ticket and never even try to come up with a solution and assign it up the tier system.

I had a ticket today where a user could not find their file. Did anyone think to look in the recycling bin? Of course not.

When I first started IT I had a helpdesk role, not technically desktop support because we never touched the computers, but we solved 90% of the issues.

Are most helpdesks like this? Create a ticket, reset a password and anything more send it to level 2?

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Comments

Forsaken_GA

Zartanasaurus wrote: »

Hmm, I wonder if I could get away with this where I work? I have the urge to do this constantly. It would create a political **** storm between the two directors who already aren't getting along I think.

Please understand that I am *alot* more diplomatic in my communications at work than I am when I post here

There's a lot you can get away with when you word it carefully.

Trifidw

Ours is actually quite good. A lot of the quick fixes are done by first line (passwords, adding printers/network drives). Anything they know that has to be logged up the line does so and they sometimes pop over/give a call when something out of the ordinary gets requested so they can properly log the call.

pham0329

Forsaken_GA wrote: »

The problem with our helpdesk is threefold:

#1 - It's understaffed. 5 guys to handle the needs of 700+ employees, many of who are not technically savvy, is simply not enough. Especially during major rollouts, like upgrading everyones computers, and all of the quirks that come along with it. They simply don't have the bandwidth to process everything that's being thrown at them, so it ends up logjamming.

haha...at least you have a helpdesk. We don't even have a helpdesk! There's a desktop admin, then there's me, the network admin to support 300 users.