Comment on IT support work be like
c0mbatbag3l@lemmy.world 11 months agoHow many seats are they responsible for? Could be understaffing.
Comment on IT support work be like
c0mbatbag3l@lemmy.world 11 months agoHow many seats are they responsible for? Could be understaffing.
Lesrid@lemm.ee 11 months ago
It’s always understaffing.
c0mbatbag3l@lemmy.world 11 months ago
That’s because IT management theory currently holds that the more processes/workflows you standardize and consolidate the fewer things there are that break. Which means you can hire fewer help desk personnel.
Unfortunately the people usually tasked with performing this standardization is the help desk, so they don’t have the time to decrease their own workflow through standardization when they’re already filled to the brim with a backlog. At that point you’re just giving them more of a backlog.