I have a concern about the current support:
Currently when ever I have a problem the only person that can solve or understand it is Luis. Granted I tend to find the complex issues & ask technical questions.
Although each time there is a problem with the tower I get handed over to Luis aswell. I have also noticed that he his solving the majority of MyADSL member problems.
The helpdesk is more of a inbound sales desktop atm.
My concern is when volumes pick up & more users get onboard, Luis will not be able to handle all the problems, this will definately have a negative impact on service.
Not that I think WBS cares about my suggestions, but mayby they should be using this time to ADEQUATELY train the helpdesks agents, they seem to have fallen into the pass it on habit rather then learning through solving issues.
If they were forced to deal with clients they would become familiar with trends and problems, for example if I had a problem with something in november and it was solved at the helpdesk then when someone calls in January with the same problem they can quickly diagnose the cause and direct for closure. (this will frustrate some of us initially but will pay off in the long run)
Even though the guys at the back are still solving the problems the helpdesk is learning to better understand the product and eventually becoming better at troubleshooting, given enough time they will start solving problems out of their own and directing them to the correct people for closure. (be it the technicians, radio guys, networking guys or even Luis)
This will not only speed up the support devision but also develop some REAL skills in the helpdesk.
Besides if Luis is overworked he might resign and even if he sticks around he does need time off at some point, then who is going to help us all?