[AusNOG] TPG NOC CONTACT

[Shane Short]

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.

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.

-Shane

Shain Singh wrote:
> On 10 November 2014 20:59, Brad Peczka <brad at bradpeczka.com 
> <mailto:brad at bradpeczka.com>> wrote:
>
>     Have you ever thought about the reasons why *every* major ISP has
>     a script?
>
>
> 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.
>
> 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.
>
>
> -- 
> Shaineel Singh
> e: shain.singh at gmail.com <mailto:shain.singh at gmail.com>
> p: +61 422 921 951
> w: http://buffet.shainsingh.com
>
> --
> "Too many have dispensed with generosity to practice charity" - Albert 
> Camus
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