Dec 19
It takes practice and experience to describe something, be it a problem, a situation or even a photo. I would say that describing something or someone is an art; don’t believe me, read on and take the practices set below.
To help your Service Desk team practice their description skills, have a series of practice sessions where everyone can participate in a photo/picture description activity. After a while you will notice that your team will be able to describe incidents or problems better to 2nd level support.
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Nov 03
I am sure many of us as Service Desk or Helpdesk Managers have training programmes for our engineers. Even though we may have tonnes and tonnes of training materials available for newly joined engineers, that may prove counter-productive as the incumbent is going to experience information overload. Always remember that every individual is different, every individual absorption rate is different, every individual learning curve is different.
How then can you develop a single training programme suitable for all?
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