IT help desk first come first serve

20 pts.
Tags:
Help Desk
IT support
Why is it good or bad to operate an IT support services system (help desk) on a strictly, first-come, first-served basis?

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It is not always appropriate to base support on a strictly, first-come, first-served basis. If your top-selling executive has an issue that stops his productivity, this is certainly more critical than the part-time data entry clerk who has a question about mouse speed. I firmly believe that Triage is as important to a Help Desk as it is to a hospital – and it is also important to have it staffed by people capable of recognizing the differences.

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  • Sean007marvin
    Thanks very much, AndreaF.
    20 pointsBadges:
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  • CharlieBrowne
    Every problem that is reports show have a priority code asigned to it. 1=Machine Done2=99=Information Only 
    41,380 pointsBadges:
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