“Seven Rules for being a Great Help Desk Analyst” by Pat Vickers' is an insightful and considered approach to Technical Support:
A good help desk analyst is hard to find. Ask any help desk manager and you will be told that staffing is by far the biggest headache of the job. The worst part is that just when the weeks of searching and months of on-the-job training are beginning to pay off, the good ones move on to greener pastures. It seems like a vicious cycle.
While finding and keeping good people will always be an issue, there are seven rules that make it possible for anyone who is intelligent and computer literate to be a great help desk analyst. Not only will they be great help desk pros, but they may actually like their jobs.
Hopefully, our Eventura technicians have a good grasp of these rules already...
-Ian
