| Author |
Message |
![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 29/09/2008 08:13:48
|
Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
|
You know, You can send your clients the SysAid flash movie, i'm sure they would want to open requests after that 
http://www.ilient.com/flash.htm
|
Pushing IT forward |
|
|
30/09/2008 03:53:46
|
BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
Offline
|
Just a follow up to my earlier point:
Yes it is difficulot in LAN to get people to use the software. But I think we are all forgetting the use of our own fingers in this process. It is not such a hardship to have to take a phonecall and put in the SR on behalf of the user. Of course that is not what it is designed to do but if it helps go for it!
It also means that the details written down are clear to you as the Admin following up the SR.
I draw the line at people grabbing me in the corridor though M
|
When the going gets tough, the tough get SysAid |
|
|
30/09/2008 04:55:19
|
Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
|
I begged to differ.
I had it the other way around.
It's easier to draw the line through the phone than face to face. Cause with face you can't escape the sincerity...
And isn't it the recognition of our "weak" fingers that brought us all to a helpdesk system in the first place ? Us admiting how easy we forget, how natural it is to follow up by fyfo (read like 5 0, meaning first yell first out, and yesss yet another invention of yours truly...) and how hard it is to organized stuff ?
Unless there's a good reason for it (users with no pc, pc illiterate or simply lack of both arms...) taking sr on user's behalf is an unnecessary step back.
Not to mention accountability. We can always refine the SR later but user must give use a legitimate reason to even spend time on it...
SR sets the complain apart from the venting and or bitching.
|
|
|
30/09/2008 05:15:37
|
BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
Offline
|
Ah but, there is no need to remember if you type in the SR while on the phone. You can then let it sit there and you wont need to remember or organise paperwork!
I mean, there is even a Phone Call tab under Helpdesk! It has a whole tab designed for the purpose of opening SR's from phonecalls for the fingerless and IT illiterate!
Inescapable proof that Ilient agree with me.
*smug, satisfied, but slightly cautious smile due to the pending reaction he knows will come from Obelix*
M
|
When the going gets tough, the tough get SysAid |
|
|
30/09/2008 05:45:42
|
Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
|
That scenario only works if you got one guy dedicated of registering SR and nothing else.
What if the call came when you're on your way to a meeting ?
What if you're actually in the middle of something ?
Unless you wickedly reduced the phone to one in your dept... what make you think they'll come in sequence ?
There are myriad scenario where the IT staff will back date the sr... and as it pile up... it will be up to the it staff to keep everything in tab...
Sounds familiar ?
Step back !
*take-your-best-shot-but-ya-better-not-missed kinda corleone smile*
|
|
|
30/09/2008 05:59:49
|
BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
Offline
|
If they call and I am in a meeting, they leave a message with other member of the department/other member of the department complete SR. We only have a small department of 2 so we always know what the other is doing. If that person cannot use SysAid and neither of us is available they will pass the problem to their Line Manager who will submit the SR with the users details attached.
I will admit the system is not perfect, however it works for us.
But coming back to the original point, just because it is not perfect, and the occasional call comes through, does not mean that the helpdesk system is ineffective. We now have a record of every problem that occurs with a machine. We have every asset over two sites recorded and monitored within SysAid. Surely that cover alone makes up for having to wear out the fingers on a couple of calls a week. The helpdesk being effective doesn't rest on all the SRs being reported through SysAid.
M
*Sigh of relief, followed by a slightly impressed by his own very mature beyond his years answer. Then drops as he realises Obelix will still come back with ANOTHER argument against him!*
|
When the going gets tough, the tough get SysAid |
|
|
30/09/2008 06:27:31
|
Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
|
This I can agree to.
*Slight bow smile*
Tea ?
*offering the beverage*
|
|
|
30/09/2008 06:33:23
|
BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
Offline
|
I'm a coffee drinker, sorry. Would you like me to make the tea?
*Still feeling inferior and trying not to be rude*
Walks off with the SysAid mug to make the tea
*trying not to drop the mug with the excitement of receiving a slight bow. Then feels pathetic at his excitement*
|
When the going gets tough, the tough get SysAid |
|
|
30/09/2008 07:03:35
|
Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
|
OOOooo.. ok.
*set aside his own tea to have the new one*
Nice mug...
|
|
|
30/09/2008 07:20:57
|
BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
Offline
|
I was working on the assumption that it was your SysAid mug I was filling up as mine has been lost in the post and will have to be re-sent!
*Jiggles knee impatiently waiting for small package in the post*
M
|
When the going gets tough, the tough get SysAid |
|
|
30/09/2008 07:26:19
|
Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
|
You too ?
Cause mine arrived as pairs while I specifically asked for three !
*lean over saar without looking*
I said... THREEEEEEEEEeeeeeeeeeeeeee !
|
|
|
30/09/2008 07:28:46
|
BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
Offline
|
Never mind three! One would make my day!
*big sigh at the thought of what he is missing*
|
When the going gets tough, the tough get SysAid |
|
|
30/09/2008 07:33:10
|
Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
|
Maybe you should sing...
Works for me.
*american idol kinda shrug*
|
|
|
26/03/2009 13:28:11
|
jncash
SysAider
Joined: 16/06/2008
Messages: 6
Offline
|
Having problems getting people onboard too. We have approximately 200 computers, at about 8 different sites within a 5 mile radius. People still want to call and do the face to face thing, (especially in Hawaii - you know show some "Aloha"). Some effectively but risky ways of getting people onboard. 1. Prioritize. SR come first and with the fastest response. (p.s. doesn't apply to burning fires or Executive Staff). 2. Really effective, keeping the 1st idea in mind, do a roll out/training with the supervisor/Manager/Department Head level. Make it clear that request from these folks will always get high priority and same day responses. Follow thru on that promise and you will have the key people onboard. Then when you get the key people onboard. Always refer (unless it's a burning fire) individuals to their supervisors when they try making a hallway, at the water fountain, or in the lunch room, service request.
|
|
|
19/11/2009 19:47:22
|
XPD
Super SysAider
Joined: 16/07/2008
Messages: 65
Offline
|
We have 200+ staff, probably about 10% of them use SysAid to contact us - those who dont use it, want help right on the spot although those who have used SysAid have already been waiting...
Ive tried educating users by getitng the manager to send an email explaining how it works and having links in my signature but nothing seems to have worked 
Time for me to start mass producing the poster (http://www.ilient.com/Sysforums/posts/list/2588.page) I made and posting it out.....
This message was edited 1 time. Last update was at 19/11/2009 19:49:39
|
|
|
![[Up]](/Sysforums/templates/default/images/icon_up.gif){kind=icon}
![[MSN]](/Sysforums/templates/default/images/icon_msnm.gif){kind=icon}
![[Email]](/Sysforums/templates/default/images/icon_email.gif){kind=icon}
