I have previously written about key metrics for support departments – and I stand by everything I said then. I have, however, come to the conclusion that another metric should be placed under consideration. A quick recap, however, of the metrics I proposed then, as well as what they are intended to measure:
Category: Tech support
Last week, I wrote about the added value that derives from writing longer answers when it comes to giving support. This week’s post is a corollary to that; writing more detailed tickets when sending them on through the tiers is also better support.
When working tech support, it is often tempting to give short answers to a ticket, in order to get on to the next ticket. This tendency is particularly problematic when responding in the negative to a request. Though understandable, we should fight this tendency. I have three specific reasons why it’s important, but I would also like to note that this is closely linked to Continual Service Improvement in ITIL, or the Improvement kata in DevOps.
Since starting to use Microsoft Teams, I’ve been encountering an issue when calling in to meetings; when joining a meeting, I’d get a loud buzzing on top of the meeting audio. Said buzzing was reminiscent of dial tones of yore. Digging into it a bit, I found that the buzzing ceased when I exited Skype for Business. Looking further, I was able to solve the issue by disabling the dial tone in sound settings. Here’s how:
A pet peeve of many users of Outlook is the fact that deleted messages that were unread when being deleted are counted in Deleted Items. Like the behavior when going from one unread email to another in the Reading Pane, there is a setting for this. Here’s how to change the behavior:
A while back, a customer complained that Outlook always marked emails as read when he clicked over to another email, and wanted to know if there was a setting that would change this behavior. As it turns out, there is. Here’s how you do it:
A little while ago, I had a user call in and ask when their password would expire. Luckily, this information is readily accessible if you know where – and how – to look. Here’s how:
With some regularity, I find myself needing to fetch information from the BIOS of a client computer, preferably without having to go onsite to do so. This may be because I need to know what BIOS version the client is running, the serial number of the computer, or when it was manufactured. If you’re running SCCM (System Center Configuration Manager), this is relatively easily done. Here’s how: