My first fucking thought. I'm still waiting on helpdesk to respond to an issue I've already chased down to a registry key because I'm not allowed workstation admin privileges. 🙄. Which I'm fine with but more than a week to respond to a ticket? Come the fuck on
How many seats are they responsible for? Could be understaffing.
It's always understaffing.
That's because IT management theory currently holds that the more processes/workflows you standardize and consolidate the fewer things there are that break. Which means you can hire fewer help desk personnel.
Unfortunately the people usually tasked with performing this standardization is the help desk, so they don't have the time to decrease their own workflow through standardization when they're already filled to the brim with a backlog. At that point you're just giving them more of a backlog.
My first fucking thought. I'm still waiting on helpdesk to respond to an issue I've already chased down to a registry key because I'm not allowed workstation admin privileges. 🙄. Which I'm fine with but more than a week to respond to a ticket? Come the fuck on
How many seats are they responsible for? Could be understaffing.
It's always understaffing.
That's because IT management theory currently holds that the more processes/workflows you standardize and consolidate the fewer things there are that break. Which means you can hire fewer help desk personnel.
Unfortunately the people usually tasked with performing this standardization is the help desk, so they don't have the time to decrease their own workflow through standardization when they're already filled to the brim with a backlog. At that point you're just giving them more of a backlog.