I set up a help desk in a big newspaper organisation in London back in 2000 and all the problems you describe were there. Everyone thought we were the lowest form of life, ignorant gatekeeprs keeping users from the people who could help them. But in 10 months we turned it around and became a team that virtually everyone respected. When I heard my boss boast about it I knew it was job done, so I got bored and left.
Three things: Management leadership; train the staff; agree metrics with users/managers that can demonstrate week on week improvement.
The recipe is in Noel Brunton's book "How to manage the IT helpdesk" published by Butterworth Heinemann. ISBN 0 7506 38117.
You can sample it at
http://www.noelbruton.com/
I met him once, have no connection with him now, but at the time it was like discovering gold. Just get your hands on it. I also found that he will respond to e-mails.
Good luck
Slashdot Mirror
i thought it was called Longfinger
I set up a help desk in a big newspaper organisation in London back in 2000 and all the problems you describe were there. Everyone thought we were the lowest form of life, ignorant gatekeeprs keeping users from the people who could help them. But in 10 months we turned it around and became a team that virtually everyone respected. When I heard my boss boast about it I knew it was job done, so I got bored and left. Three things: Management leadership; train the staff; agree metrics with users/managers that can demonstrate week on week improvement. The recipe is in Noel Brunton's book "How to manage the IT helpdesk" published by Butterworth Heinemann. ISBN 0 7506 38117. You can sample it at http://www.noelbruton.com/ I met him once, have no connection with him now, but at the time it was like discovering gold. Just get your hands on it. I also found that he will respond to e-mails. Good luck