Your Help Desk Is Upside Down!

See how silly and impractical this race car is? So is your help desk!

Why is it that when you call in to get tech support, you have to talk to 2 levels of tech support people that don’t know anything before having your issue escalated to someone that actually knows how to help you? Wouldn’t it make way more sense if the person at the beginning knew how to fix your issue? Wouldn’t it save everyones’ time if they just fixed your issue without having to transfer from operator to tier 1, to tier 2, then only to have to hang up and have tier 3 call you back sometime later.. eventually.. hopefully..

The whole IT industry is upside down. The people on the phones at the beginning should be experienced. The people on the phones at the beginning should know the most about how to fix your problem. The people on the phones at the beginning should be the most experienced. That would save you SO much time and frustration.

When you think about it, why is it that your help desk is as silly as that race car? It just doesn’t make any sense!

– Karl Fulljames, VP of Operations