The first five minutes of a ticket
Most tickets are won or lost before anyone opens a deep troubleshooting rabbit hole. The first five minutes should gather facts, not prove cleverness.
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helpdesk
Schelertech is back
After a long pause, Schelertech is publishing again.
Tracking End-User Requests
If a request is not tracked, it is easy for it to disappear, get duplicated, or get solved in a way nobody can find later. Good request tracking is less abou...
schelertech
Schelertech is back
After a long pause, Schelertech is publishing again.
Welcome to Schelertech!
Welcome to the Schelertech blog. This is where I post notes on running a helpdesk for a medium-sized organization: tickets, tooling, automation, and the habi...
wisdom
The Meaning of Life
Life is to live. Life is also to evolve. That which takes form in this universe has a purpose to use space and time to improve itself and evolve into a highe...
Wisdom: Great Tech
A good tech gives the client what they want. A great tech gives the client what they really need.
quote
The Meaning of Life
Life is to live. Life is also to evolve. That which takes form in this universe has a purpose to use space and time to improve itself and evolve into a highe...
Wisdom: Great Tech
A good tech gives the client what they want. A great tech gives the client what they really need.
welcome
Welcome to Schelertech!
Welcome to the Schelertech blog. This is where I post notes on running a helpdesk for a medium-sized organization: tickets, tooling, automation, and the habi...
guides
Welcome to Schelertech!
Welcome to the Schelertech blog. This is where I post notes on running a helpdesk for a medium-sized organization: tickets, tooling, automation, and the habi...
universe
The Meaning of Life
Life is to live. Life is also to evolve. That which takes form in this universe has a purpose to use space and time to improve itself and evolve into a highe...
rest
Take a break!
A reminder for support people as much as anyone else: recovery is part of the job. A quiet lunch and a little distance from the queue can make the afternoon ...
automation
Automation
Automation is one of the highest-leverage tools for running a helpdesk and maintaining systems at scale. Microsoft makes a lot of that work approachable thro...
documentation
Tracking End-User Requests
If a request is not tracked, it is easy for it to disappear, get duplicated, or get solved in a way nobody can find later. Good request tracking is less abou...
operations
Schelertech is back
After a long pause, Schelertech is publishing again.
triage
The first five minutes of a ticket
Most tickets are won or lost before anyone opens a deep troubleshooting rabbit hole. The first five minutes should gather facts, not prove cleverness.
checklist
The first five minutes of a ticket
Most tickets are won or lost before anyone opens a deep troubleshooting rabbit hole. The first five minutes should gather facts, not prove cleverness.