And what is that "you're the one calling for help so you must be the idiot" attitude all about? Clearly, anyone who can make it through the telephone maze to actually speak with a live tech support representative has proven that she isn't stumped easily.
tech support I.T are usually divided into a number of different tiers. It is important that you are aware of what each tier does and does not do. The first tier is basic customer issues. The support technician in this tier will collect all the information from the customer and then determine what the underlying issue is that is causing the problem. This tier will usually handle problems that are straightforward and simple.
There will be tricky decisions in many areas. Where servers are being used to tech support I.T applications that are used by multiple departments you are going to have to find ways to divide up the expenses between all parties involved. Bozzo went about transitioning to this new way of doing business in a clever fashion.
Consulting is a collaborative Managed I.T support uttah business and cannot be paid with contingency fees. It's about putting in a joint effort to achieve specific objectives. Yes, the work is broken down to specific action steps, but at the end of the day, it's the team that fails or succeeds.
Another t-shirt that's guaranteed to leave you warm and fuzzy reads "I get paid for tech support..." on the front, "...I don't get paid to care" on the back.
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