Hi Jan and lists, "Jan Zorz @ go6.si" <jan@go6.si> writes:
On 05/06/14 10:40, Jen Linkova wrote:
I think this is asking a bit too much to a first level helpdesk employee... I don't know...
Packet capture might be tricky as the user machine might not have any sniffer installed. However I believe we could expect even first level support engineer to be able to run the well-defined set of commands (such as traceroute, netstat and ifconfig) - they don't need to understand the output, just provide it while escalating.
What do others think here? What is your experience with helpdesks and their ability to perform this stuff?
that really depends. I've seen first level supporters who wouldn't need this at such a level because they'd know how to do that anyway, and I've seen ones who would read whatever a flowchart says without understanding a single word. But what's worrying me more is if we can actually come up with a one-size-fits-all flowchart that is actually any use to anybody. It might well be that this turns out a completely futile exercise, but the only way to find that out is to actually give it a try. Cheers, Benedikt -- Benedikt Stockebrand, Stepladder IT Training+Consulting Dipl.-Inform. http://www.stepladder-it.com/ Business Grade IPv6 --- Consulting, Training, Projects BIVBlog---Benedikt's IT Video Blog: http://www.stepladder-it.com/bivblog/