PCFormat Forum Archive

Good Day Everyone,

It has been a long time since I have been on here, wow.

I currently work for a Corporate Entity as an IT Systems Administrator. I admit, I like the corporate way, I like the rules and regulations, even if they seems strict and cumbersome, but I do see the point of these things to benefit the departments and manage work correctly.

As for IT Procedures we work off a Helpdesk which people should use, but they don't. Which leads me to ask about other Corporate hounds how their IT procedures work with regards to problems raised with IT? I have heard of some Enterprises strictly enforcing the call logging system with their staff, that there are no phone calls or direct emails between IT and the staff?

How Does your Corporate/Large Business IT do it?

Kind Regards,
Cupis

I tell them straight that if you do not log a ticket you will not be helped. If they go to my boss and complain well he tells them to log a ticket for the complaint to be heard. It is official policy to log a ticket through the Helpdesk if it is one of those cases where they are unable to log said ticket eg: account locked or mailbox to full to delete stuff to email then we gladly assist for any other issue I require a ticket before I can do any form of work.

All my clients use the ticket logging system. It is actually the only way to make sure IT is actually working and to keep track of problems in a company.

Thanks Everyone. I was very curious as to how the helpdesk works with everyone else. I could honestly pull my hair out with all the users whom think they are greater than the Procedures. While I understand that we are to provide excellent customer services, I feel it defeats the whole purpose if I am to sit and open tickets for people because they don't feel like following the process.

I am glad to see that not all companies operate like this, yes we are a for customer service, but please respect the procedures...

@Cupis take a read over this: http://community.spiceworks.com/how_to/ ... a-helpdesk maybe you can use it to your advantage.