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CompSci academic thought tech support was useless – until he needed it
- spindle 3y agoI spent several years doing tech support for computer science academics (among others) in one of the world's best universities and literally never came across the sort of attitude described in that article.
- anonymouskimmer 3y agoTo be fair, it's not often a person screws up consistently, never catches the error, never contacts anyone through an alternate route to inquire, builds up months or years of ire, and then makes a public spectacle of themself.
- sinuhe69 3y agoThe necessity or effectiveness of a team or a department should be determined through numbers, not opinions. Numbers of incidents helped solved, the service level executed, cost for the team etc. are things every business should track rigorously.
- blharr 3y agoI feel like this argument only holds weakly. By providing "numbers" you think you are providing objective points, but how to weigh incidents solved vs service vs other metrics is still purely subjective. Ultimately what you are doing is providing incentives for certain actions. The problem is that as soon as your metrics are established they can be gamed or misdirected