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| Technology Chat Computers, Websites, Telecom, Mobile Phones, VOIP, WIFI and more use this forum to talk tech. |
| Tags: remote, smarter, tics, working |
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| Technology Chat Computers, Websites, Telecom, Mobile Phones, VOIP, WIFI and more use this forum to talk tech. |
| Tags: remote, smarter, tics, working |
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 07-07-2005, 03:09 PM | #1 (permalink) |
| Junior Member  | Hitachi HCX Anyone out there is in a group of guys who support numerous remote sites? I need some input. We, three of us, have been assigned (with no forethought) to remotely support/troubleshoot/MACs of about 100 locations. We are stumbling all over each other. We are finding out that we seem to have tickets for the same sites at the same time. We are duplicating and at time triplicating efforts. The problem is we have a Help Desk assigning tickets to us who are mindless....ticket in...ticket out. We can't ask them to route tickets via region, priority, or anything. Ideas on intelligent load-balancing? Thanx much, Scott |
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| 07-08-2005, 07:08 AM | #3 (permalink) |
| Junior Member | Open / Closed Numbering Scheme I'd love to!! The problem is, like most outsourced Help Desks, is that they don't speak English so I'm not sure they would understand the word "fire". In that part of the world "fire" means "shoot" as in fire your gun. It could get messy. |
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| 07-08-2005, 10:33 AM | #4 (permalink) |
| Moderator  | At this moment in time, we bypass our help desk all together. Have set up a distribution list and have the users e-mail their requests to it. From there the team self manages the calls. We are moving to a web based request system. Our internal web developers are currently putting together a series of forms for the users to fill out. These forms will then be mailed to the help center where they will create a ticket for the call (with out having to talk to the client) That will be turned around to us where we will again self manage who takes care of what call. Just some thoughts... |
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