<html><head>
<meta content="text/html; charset=UTF-8" http-equiv="Content-Type">
</head><body bgcolor="#FFFFFF" text="#000000">To be honest-- getting
someone who's capable of doing that level of troubleshooting ad-hoc is
hard, especially if you don't have the budgets because you're in a price
war with your competitors.<br>
<br>
Then comes the additional challenge-- hanging on to those staff members
who're actually decent. Most aspire to be Sys/Net Engineers long term,
so you won't keep them on service desk very long.<br>
<br>
-Shane<br>
<br>
Shain Singh wrote:
<blockquote
cite="mid:CAKnZ-kW6cxY3vYfhOC2z22Mr57qbtRNdmdit-P+B0c1y5sxdYQ@mail.gmail.com"
type="cite">
<div dir="ltr">On 10 November 2014 20:59, Brad Peczka <span dir="ltr"><<a
moz-do-not-send="true" href="mailto:brad@bradpeczka.com"
target="_blank">brad@bradpeczka.com</a>></span> wrote:<br><div
class="gmail_extra"><div class="gmail_quote"><blockquote
class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc
solid;padding-left:1ex">Have you ever thought about the reasons why
*every* major ISP has a script?<br></blockquote><div><br></div><div>I do
wonder why they all need a L1 person though. Industry metrics of first
call resolution, etc. are plain BS when dealing with a CSR in a telco
environment, in ANY country.</div><div><br></div><div>Why can't the
industry have a real "helpdesk" - now that's a obscure 90s reference,
instead of the pretend-we-do-ITIL type "service desks" we have
nowadays. </div></div><br clear="all"><div><br></div>-- <br><div
class="gmail_signature">Shaineel Singh<br>e: <a moz-do-not-send="true"
href="mailto:shain.singh@gmail.com" target="_blank">shain.singh@gmail.com</a><br>p:
+61 422 921 951<br>w: <a moz-do-not-send="true"
href="http://buffet.shainsingh.com" target="_blank">http://buffet.shainsingh.com</a><br><br>--<br>"Too
many have dispensed with generosity to practice charity" - Albert Camus</div>
</div></div>
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</blockquote>
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