I remember my days of working at a National IT Service Desk very clearly. Lots of fun was had with my team, and we provided excellent customer service. However on those days when a server crashed or a system went down it was challenging to receive call after call from discouraged, frustrated and sometimes angry clients when there was nothing we could do to fix their problem on the spot.
We pulled together as a team, and were always empathetic with our clients. As a strategy to lower the queue volumes, we also asked that they pass on the outage message to others in their unit, so that we didn't receive multiple calls from the same unit. We also had our Service Desk Lead send out an outage message, unless of course email was also affected at the same time.
We always got through it but ensured we regrouped as a team after the outage to boost morale and talk about the process and anything we could have done differently or that would help us for a future occurrence.
Wishing we had known about #HUGOPS back then, it definitely would have come in handy :)
Having also been on the other side of the coin as the client, I was extremely patient with IT Service Desk staff, and took advantage of the downtime to work on things that were on the bottom of my pile (that didn't involve a computer), or having an impromptu team stand-up, or taking an earlier lunch. I also took the time to make phone calls and walked over to a colleague's desk to ask them something, rather than the new norm of sending emails to colleagues that are a cubicle away.
What are your stories of downtime? And secondly, do you have #HUGOPS in your organization?
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