Thoughts on technology, leadership, security, infrastructure, automation, and the systems between them.
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Leadership
When our help desk had a vacancy, I had a decision to make. I could immediately redistribute the workload, or I could use it as an opportunity to learn. I chose the second option. For a period of time, every new help desk ticket was assigned to me first. Not because I intended to resolve every issue myself. My goal was...
Technology
You can teach anybody to be a technician. You can teach somebody how to reset passwords, replace hardware, troubleshoot networks, manage systems, follow documentation, or learn a new platform. Technology changes every few years anyway. If somebody is willing to learn, the technical side can be developed over time. What...
Technology
This is a touchy topic for me, because I am deeply rooted in customer service and the value of human connection. I do not want students or employees to ever feel like they are being pushed off to a robot instead of being helped by a real person. But I am also realistic about how help desks actually operate. Most of us...
