Support desks
Running support
The controls have to work without depending on everybody being thoughtful on every call.
- 01Running a Support Desk That Uses ItProcedureWhat an organisation should put around the capability so that individual conduct is not the only control.
- 02Technician Conduct and What to TrainProcedureThe behaviours that distinguish a session people are comfortable with, and the three that should be disciplinary matters.
- 03Consent in a Workplace ContextAnalysisSupport on a work machine is not the same transaction as support on somebody's own, and the differences cut both ways.
- 04Access to Personal Data During SupportAnalysisEvery session exposes material the technician has no business seeing. What to do about it, as policy and as conduct.
- 05Logging What Was DoneProcedureThe record that answers a question months later, and the difference between a log and something anybody reads.
- 06Contractors and Third-Party AccessAnalysisExternal people needing access to internal machines. The arrangements that work and the standing connections nobody reviews.
- 07Measuring Support Quality Without SurveillanceAnalysisTechnicians can be measured on the wrong things easily, and the measurement changes the behaviour it was meant to observe.