Allan ChowFeb 19

My favorite IT help desk people

- documents steps for others
- remembers that a rare situation has happened before and it's able to look up what was done last time if it's the same thing
- able to handle a new situation BY READING THE INSTRUCTIONS

worth their freaking weight in gold.

Show threadMichael Jordan Feb 19
@grumpasaurus On my IT team, if it happens twice, write it up so everyone can help themselves.
If it happens 5 times, look for a way to automate it, so everyone can clear the obstacle quickly and move on.
Show threadDavid
@jordanmd @grumpasaurus
And regularly review the process and ideally war game it.
Feb 19 at 9:26pmWeb
Show threadMichael Jordan Feb 19
@Zdavidb @grumpasaurus Absolutely.