Calling all Support Professionals - save yourself 5 minutes per user per month

I really feel for Support Professionals - those usually faceless people who respond, day after day, to endless streams of user questions, deal with errors (system and user) and remain polite and helpful even when they want to scream ‘You stupid person - I told you this last week!' down the phone at times.

Of course, we can help them but only if they let us in. How many support teams liaise regularly with their training team colleagues to discuss recurring user issues? If they do, they will find that their colleagues can build training around these issues, evaluate its effectiveness through analysis of support desk calls or even support individual users who appear to have recurring support issues that indicate a skill shortage. If an investment of 30 minutes in the training room or deskside saves the support desk even 5 minutes per user per month, the return on investment across the organisation is fairly rapid and the time saved can be put to use by proactively supporting users rather than having to react to the same problem again and again.

Training Practitioner Week day 2 call to action!

If you are a training professional, go and find your support counterpart, say hello and tell them that you would like to help them save 5 minutes per user, per month. If you are a support professional, go and find your training counterpart and ask for their help. Of course, you could always comment on today’s blog if you prefer.

More information about Training Practitioner Week, including today's profile, can be found on the SG website http://www.bcs.org/server.php?show=conWebDoc.34125

About the author
Jooli Atkins (FBCS, CITP) has been involved in the IT profession for the past 25 years, mainly in Learning and Development. She is the Chair of the BCS Learning and Development Specialist Group and CITP assessor as well as being an accredited SFIA consultant, specialising in Business Change.

See all posts by Jooli Atkins
June 2018
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