SpiceCorps of Volusia County 2013-05-18

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Presentation on 2013-05-18 at the SpiceCorps of Volusia County, FL meeting.

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  • This is what “community” is all about! Sharing knowledge is what makes our jobs easier.
  • Imagine that you were on the phone with a customer for several hours trying to solve a problem on their computer, but you had reached the end of your rope. Maybe you didn’t have the permissions or access to be able to fix it, maybe you had exhausted all of your resources in trying to solve the problem, and you needed to escalate. So you do escalate the ticket to someone else but you didn’t enter any information in the ticket before assigning it up.Have you ever done this before?Point #1: How many times has a ticket been assigned to you and you didn’t have any information on what happened or what the problem is?“Customer cannot access email. The Network must be down in Chicago.”Point #2: How many times have you started working on a ticket and ended up repeating the same steps another technician had already went through before the ticket was assigned to you or your team?Point #3: How many times have you looked at a ticket and found that it has been open for two days, and a tech had been working on it for these two days, but then they escalated the ticket to you without leaving any information in the ticket?Point #4: Example on legal issue from C.H. Robinson. Blackberry wasn’t disabled and still had access to email.
  • Point #1: How many times has a ticket been assigned to you and you didn’t have any information on what happened or what the problem is?“Customer cannot access email. Please look into it.” What questions did you ask? What troubleshooting steps did you take up to this point?“Network is down in Chicago.” – What did you do? What questions did you ask the customer? Why aren’t I getting any phone calls or alerts about this?“Point #2: How many times have you started working on a ticket and ended up repeating the same steps another technican had already went through before the ticket was assigned to you or your team?Point #3: How many times have you looked at a ticket and found that it has been open for two days, and a tech had been working on it for these two days, but then they escalated the ticket to you Point #2: Example on legal issue from C.H. Robinson. Blackberry wasn’t disabled and still had access to email.
  • First, find out if this is a widespread problem.Determine if this is a common problem with the customer.Is this something that is revisited often?Could be a training issue…Etc.*** An issue or problem is ALWAYS, ALWAYS, ALWAYS, caused by a change of some type. Software, hardware, vendor, act of nature, etc.Determine if the problem is local to the machine or not.Could be a problem with a software update or new software release. Compatibility issues.Corrupt profile data.Etc.This question is important in order to determine the urgency and priority of the need to resolve the issue. This question can usually become ‘general knowledge’ and may come with experience.
  • Knowledge needs to be shared within teams.Example: I work in a team of 5 people but we all have our specializations. When one person is on vacation, we need to know what he does in order to cover.Example: Also, we are all working on projects. We need to help out sometimes and when we don’t know.Example: Lake Mary job example, new hire.
  • It is not my intention to preach about attitude, but I feel it is important to at least discuss.This is stuff that is usually NOT taught in schools or training seminars. It is information that is simply expected to be “general knowledge”.When you have a person, or team of people, that don’t
  • “It’s mine.” Usually leads into more negative things such as “I deserve”, and that starts to lead into some dangerous territory.In general, this is a type of person that no one wants to hang around or even work with.It is people like this that makes it tough to work with.People like this also do NOT hang around for very long.
  • This goes right back to the previous slide.Managers do not like team members that are negative.
  • Wrap up on Attitude: Please feel free to take this information back with you and discuss with your teams and\\or colleagues.Final quote:The longer I live, the more I realize the impact of attitude on life.Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do. It is more important than appearance, giftedness or skill. It will make or break a company... a church... a home.The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past... we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude... I am convinced that life is 10% what happens to me and 90% how I react to it.Charles Swindoll
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