Working with other Support professionals
Like it or not, when you accept the responsibility of an IT manager position, you will get to do some type of support for your internal customers. Even if that is just to rally your team because someone in the office is escallating cases to you. How you handle these things will reflect on both yourself and your team.
What about external support? You know when you have to call in outside help becasue application X or device Y is not doing what the manual and the Internet claim it should. I have been in that position a time or two and it is getting better, but I think my attitude toward the situation may be only partly to blame.
Recently in two separate posts for TechRepublic.com I stepped through two very cool support scenarios. One dealing directly with a help desk call and the other dealing with the use of Twitter to get help solving an issue.
Please give them a look and leave a comment about any experiences you have had with either.
TechRepublic: When the help desk actually helps
and
TechRepublic: More than ‘social’ Networking – don’t count out twitter as a useful support tool
I look forward to seeing your thoughts on both of these articles.
