The Work Thread 2 - Get back to work!

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Hexx
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PostRe: The Work Thread 2 - Get back to work!
by Hexx » Thu Sep 13, 2018 3:51 pm

Work has decided to reorganise my section of the open plan office. So 20 people spread across 4 teams (and very different teams e.g. I.T. and Finance)

Rather than move people around though, they're shuffling the desk pods. So Teams are no longer together and everyone's mixed up.

To foster "togetherness and inclusiveness".

It's going be a strawberry floating nightmare to ask a member of my Team something. Have to get up and walk every 10 min or rather than speak across desk pod.

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Errkal
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PostRe: The Work Thread 2 - Get back to work!
by Errkal » Thu Sep 13, 2018 4:29 pm

Hexx wrote:Work has decided to reorganise my section of the open plan office. So 20 people spread across 4 teams (and very different teams e.g. I.T. and Finance)

Rather than move people around though, they're shuffling the desk pods. So Teams are no longer together and everyone's mixed up.

To foster "togetherness and inclusiveness".

It's going be a strawberry floating nightmare to ask a member of my Team something. Have to get up and walk every 10 min or rather than speak across desk pod.


email or IM?

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Hexx
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PostRe: The Work Thread 2 - Get back to work!
by Hexx » Thu Sep 13, 2018 4:32 pm

Errkal wrote:
Hexx wrote:Work has decided to reorganise my section of the open plan office. So 20 people spread across 4 teams (and very different teams e.g. I.T. and Finance)

Rather than move people around though, they're shuffling the desk pods. So Teams are no longer together and everyone's mixed up.

To foster "togetherness and inclusiveness".

It's going be a strawberry floating nightmare to ask a member of my Team something. Have to get up and walk every 10 min or rather than speak across desk pod.


email or IM?


And leave a paper trail?
Come on Errkal that's a basic mistake. :capnscotty:

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Curls
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PostRe: RE: Re: The Work Thread 2 - Get back to work!
by Curls » Thu Sep 13, 2018 4:44 pm

Death's Head wrote:
Curls wrote:I have an interview in a few weeks :) 60 minutes! Argh I wonder what they'll talk to me about....anyways, I have to do a 10 minute presentation in there so that'll kill a few. I've been very lucky, its for a job I've already done and a lot of the people out doing the job know me. I'm quietly confident that I'll get it. In fact over the next year there will be 3 jobs going, and they are currently interviewing 3 people. Fingers crossed.

How many slides would you recommend for a 10 minute presentation? 8 ?
Quality, not quantity. Are you just going to rattle through the slides or talk a bit about each? That will determine how many you need.


I guess I'll just work on what I'm going to say as I make the presentation, and then time myself in a few 'trial' presentations.

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Frank
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PostRe: The Work Thread 2 - Get back to work!
by Frank » Thu Sep 13, 2018 4:55 pm

I think the basic rule is like two minutes a slide or something? Obviously it depends on how much information you're putting in there. Always helps to do a test run and then edit accordingly.

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PostRe: RE: Re: RE: Re: The Work Thread 2 - Get back to work!
by Death's Head » Thu Sep 13, 2018 5:04 pm

Curls wrote:
Death's Head wrote:
Curls wrote:I have an interview in a few weeks :) 60 minutes! Argh I wonder what they'll talk to me about....anyways, I have to do a 10 minute presentation in there so that'll kill a few. I've been very lucky, its for a job I've already done and a lot of the people out doing the job know me. I'm quietly confident that I'll get it. In fact over the next year there will be 3 jobs going, and they are currently interviewing 3 people. Fingers crossed.

How many slides would you recommend for a 10 minute presentation? 8 ?
Quality, not quantity. Are you just going to rattle through the slides or talk a bit about each? That will determine how many you need.


I guess I'll just work on what I'm going to say as I make the presentation, and then time myself in a few 'trial' presentations.
As Polly would say, "that's the way to do it".

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PostRe: The Work Thread 2 - Get back to work!
by Qikz » Thu Sep 13, 2018 6:55 pm

Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.

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PostRe: The Work Thread 2 - Get back to work!
by Lagamorph » Thu Sep 13, 2018 7:19 pm

Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.

Yeah but at least you didn't have to create an entirely new server build for untested hardware with no hardware to test it on with no advance notice in only 3 days, all of which were your days off :simper:

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Errkal
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PostRe: The Work Thread 2 - Get back to work!
by Errkal » Thu Sep 13, 2018 7:24 pm

Created a script to trawl logs for an error message and log it to my own database and create ld Php dashboard to display the latest results on wallboards around IT. Was fun.

Is the start of a kind an error database where I'm going to collect errors and things from the app servers then when we have issues you can look up the time in the system and see all the error that occurred across servers at that time.

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PostRe: The Work Thread 2 - Get back to work!
by Snowcannon » Thu Sep 13, 2018 7:48 pm

Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.


Do what some of the outsourced people working at my company do and close aged tickets without resolution lol

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PostRe: The Work Thread 2 - Get back to work!
by Errkal » Thu Sep 13, 2018 8:01 pm

Snowcannon wrote:
Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.


Do what some of the outsourced people working at my company do and close aged tickets without resolution lol


How can there be that much stuff! There has to be a way if automating some triage or process to avoid ticketogeddon

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PostRe: The Work Thread 2 - Get back to work!
by Qikz » Thu Sep 13, 2018 8:22 pm

Errkal wrote:
Snowcannon wrote:
Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.


Do what some of the outsourced people working at my company do and close aged tickets without resolution lol


How can there be that much stuff! There has to be a way if automating some triage or process to avoid ticketogeddon


You would think there is, but people are so unbelievably dumb that it's impossible.

I just don't understand what the strawberry float is going on. We're so busy compared to any other IT Company I know of. What is it we're not doing? I personally think we're not saying NO to a lot of bullshit.

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PostRe: The Work Thread 2 - Get back to work!
by Errkal » Thu Sep 13, 2018 8:28 pm

Qikz wrote:
Errkal wrote:
Snowcannon wrote:
Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.


Do what some of the outsourced people working at my company do and close aged tickets without resolution lol


How can there be that much stuff! There has to be a way if automating some triage or process to avoid ticketogeddon


You would think there is, but people are so unbelievably dumb that it's impossible.

I just don't understand what the strawberry float is going on. We're so busy compared to any other IT Company I know of. What is it we're not doing? I personally think we're not saying NO to a lot of bullshit.


What are a lot of the tickets for, actual people calling or alerts and stuff from systems?

There has be some self help stuff you can do if it is users. A simple portal with self help articles, password self service reset and the like. Hell you could do software self service if you have a decent software deployment solution.

Odds are it's not that you doing stuff wrong as you are doing it old fashioned and so there is a lack of automation and self service making everything slow and expensive

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PostRe: The Work Thread 2 - Get back to work!
by Qikz » Thu Sep 13, 2018 8:43 pm

Errkal wrote:
Qikz wrote:
Errkal wrote:
Snowcannon wrote:
Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.


Do what some of the outsourced people working at my company do and close aged tickets without resolution lol


How can there be that much stuff! There has to be a way if automating some triage or process to avoid ticketogeddon


You would think there is, but people are so unbelievably dumb that it's impossible.

I just don't understand what the strawberry float is going on. We're so busy compared to any other IT Company I know of. What is it we're not doing? I personally think we're not saying NO to a lot of bullshit.


What are a lot of the tickets for, actual people calling or alerts and stuff from systems?

There has be some self help stuff you can do if it is users. A simple portal with self help articles, password self service reset and the like. Hell you could do software self service if you have a decent software deployment solution.

Odds are it's not that you doing stuff wrong as you are doing it old fashioned and so there is a lack of automation and self service making everything slow and expensive


Lack of automation is a huge problem, but you send these users documentation or self help stuff and they just either don't bother to use it or just fail simple things. It's ridiculous.

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PostRe: The Work Thread 2 - Get back to work!
by Errkal » Thu Sep 13, 2018 8:52 pm

Qikz wrote:
Errkal wrote:
Qikz wrote:
Errkal wrote:
Snowcannon wrote:
Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.


Do what some of the outsourced people working at my company do and close aged tickets without resolution lol


How can there be that much stuff! There has to be a way if automating some triage or process to avoid ticketogeddon


You would think there is, but people are so unbelievably dumb that it's impossible.

I just don't understand what the strawberry float is going on. We're so busy compared to any other IT Company I know of. What is it we're not doing? I personally think we're not saying NO to a lot of bullshit.


What are a lot of the tickets for, actual people calling or alerts and stuff from systems?

There has be some self help stuff you can do if it is users. A simple portal with self help articles, password self service reset and the like. Hell you could do software self service if you have a decent software deployment solution.

Odds are it's not that you doing stuff wrong as you are doing it old fashioned and so there is a lack of automation and self service making everything slow and expensive


Lack of automation is a huge problem, but you send these users documentation or self help stuff and they just either don't bother to use it or just fail simple things. It's ridiculous.


Then your documentation and guides isn't simple enough.

It's hard without the right people and enough time to do it but also root cause analysis should be big in your world to find why so many calls come and if they are on similar themes and so what can be done to prevent the issue occurring in the first place.

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PostRe: The Work Thread 2 - Get back to work!
by Qikz » Thu Sep 13, 2018 9:23 pm

Errkal wrote:
Qikz wrote:
Errkal wrote:
Qikz wrote:
Errkal wrote:
Snowcannon wrote:
Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.


Do what some of the outsourced people working at my company do and close aged tickets without resolution lol


How can there be that much stuff! There has to be a way if automating some triage or process to avoid ticketogeddon


You would think there is, but people are so unbelievably dumb that it's impossible.

I just don't understand what the strawberry float is going on. We're so busy compared to any other IT Company I know of. What is it we're not doing? I personally think we're not saying NO to a lot of bullshit.


What are a lot of the tickets for, actual people calling or alerts and stuff from systems?

There has be some self help stuff you can do if it is users. A simple portal with self help articles, password self service reset and the like. Hell you could do software self service if you have a decent software deployment solution.

Odds are it's not that you doing stuff wrong as you are doing it old fashioned and so there is a lack of automation and self service making everything slow and expensive


Lack of automation is a huge problem, but you send these users documentation or self help stuff and they just either don't bother to use it or just fail simple things. It's ridiculous.


Then your documentation and guides isn't simple enough.

It's hard without the right people and enough time to do it but also root cause analysis should be big in your world to find why so many calls come and if they are on similar themes and so what can be done to prevent the issue occurring in the first place.


You could not make them any simpler. It's got pictures explaining everything.

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Errkal
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PostRe: The Work Thread 2 - Get back to work!
by Errkal » Thu Sep 13, 2018 9:33 pm

Qikz wrote:
Errkal wrote:
Qikz wrote:
Errkal wrote:
Qikz wrote:
Errkal wrote:
Snowcannon wrote:
Qikz wrote:Work has been beyond gooseberry fool. Today we managed to close between the whole office 380 tickets overall and we still can't bring the ticket numbers below 350. 450 tickets came in today. It's a strawberry floating joke.


Do what some of the outsourced people working at my company do and close aged tickets without resolution lol


How can there be that much stuff! There has to be a way if automating some triage or process to avoid ticketogeddon


You would think there is, but people are so unbelievably dumb that it's impossible.

I just don't understand what the strawberry float is going on. We're so busy compared to any other IT Company I know of. What is it we're not doing? I personally think we're not saying NO to a lot of bullshit.


What are a lot of the tickets for, actual people calling or alerts and stuff from systems?

There has be some self help stuff you can do if it is users. A simple portal with self help articles, password self service reset and the like. Hell you could do software self service if you have a decent software deployment solution.

Odds are it's not that you doing stuff wrong as you are doing it old fashioned and so there is a lack of automation and self service making everything slow and expensive


Lack of automation is a huge problem, but you send these users documentation or self help stuff and they just either don't bother to use it or just fail simple things. It's ridiculous.


Then your documentation and guides isn't simple enough.

It's hard without the right people and enough time to do it but also root cause analysis should be big in your world to find why so many calls come and if they are on similar themes and so what can be done to prevent the issue occurring in the first place.


You could not make them any simpler. It's got pictures explaining everything.


It's not just pictures, it's how they flow and wording, it's hard to explain but sometimes lots of pictures is a bad thing.

It's usually about wording l, problem is a lot of techies suck at guide writing because they understand the thing so don't write it how someone who doesn't understand computers needs it.

It can also be how they get the guide.

If they can go to a we page thing find their issue and fix they are more likely to use it (or at least that's what I've seen) if they log it then get a guide back they think they are being fobbed off and they logged it expecting you to fix it so why should they now do the work, but if they find the guide in a well designed knowledge base FAQ they found their own solution makig them more likely to use it.

Odds are though there some underlying stuff causing lots of calls, you need to to some work in your call system to categorie the calls and find themes then find why you go get so many of call X and fix the root cause.

It's hard to say without knowing more about what you see etc. but I would say look at your call types and find why so much comes from one application or call type "password resets" "account unlocks" etc. find why and sort it then go onto the next over time the load will drop off because you fixing the root instead of fire fighting the result

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Lagamorph
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PostRe: The Work Thread 2 - Get back to work!
by Lagamorph » Fri Sep 14, 2018 11:09 am

Just found out I'm getting another pay rise at the start of October after the one I got in July :toot:

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PostRe: The Work Thread 2 - Get back to work!
by Green Gecko » Fri Sep 14, 2018 2:22 pm

Qikz your company should have online knowledge base and all direction there before sending a ticket for self resolution for example while logging a request match words to help article suggestions in real time. Something like https://bjum.helpdocs.com/

There will also be people who want help from someone else to do whatever it is and it is hard to avoid that.

Errkal's post was very good.

It sounds likely there are some user experience problems with your software in which redesign is probably not viable.. Some tweaks can be made. Does your company develop software as well? Maybe you can do some audit or testing to check whether the root cause is confusion in the design in which case you will never stop getting tickets about confusing elements.

Most companies still develop software backwards. Develop and then design.... It should be design and then develop..

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Albear
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PostRe: The Work Thread 2 - Get back to work!
by Albear » Fri Sep 14, 2018 2:55 pm

Also if its lots of incidents and not just service requests then get some problem management going.


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