questions and answers

QUESTIONS AND ANSWERS

 

Do you think it is useful to record incidents to record incidents that occur in the use of the computer system?

Why

If to have a better organization of the records that are coming in and also serves to know who I attended, in case of guarantee a database is useful.

What do you think a methodology can contribute to contribute a methodology to this field of computing?

We must always have originality to reach customers, not always serve customers in the same way, always be original. So not to rely on a manual.

What is the point of organizing support technicians by levels?

It is important since not everyone knows the same thing, a technician may know less than another, but that does not mean that he does not know anything and that is where many clients misunderstand. Because there is too much of a case that, for example, I take it to a technician to fix a device and come and tell me that he does not know that I am going to take it to another technician that he knows, obviously the client mistrusts him on the one hand he is good and on the other hand, organizing by levels sometimes brings distrust to customers.

What are the drawbacks for a technician to attend user notices directly without using the established incident communication means?

 The main problem or inconvenience of not being addressed by a means of communication is the evidence of what was said or dealt with in the call. Because some clients misunderstand and in the end there are always crashes, that he did not say, that, if he did say, then in order not to have problems always to have a good relationship between the technician and the client, it is good to record everything and that nothing is left on the air.