Tech Time Management - Know of any such programs or have suggestions

[Mauser]

I am the only tech support person in a 150+ user environment. I feel like I am in a venomous snake pit more often than not. Everyone has the "me first" attitude. I like my job, but am getting to a point where I want to choke some of these people. I think it best to come up with some kind of time management where users will be forced to deal with - any ideas of how I can best do this. And NO, they don't want to spend the money to hire another person for at least another two years.

Thanks.

[Matridom]

I would setup a Voice mail system where users can leave a message and just work the messages in order. If a bipass is needed(due to a true emergency), they would need to advise your boss of it.

By having the voicemail, you can work them in order, and users will quickly learn what an "Emergency" is when they have to talk to upper management in order to get that status.(and also your boss may appreciate you more by knowing what your going through)

[AlienDyne]

[quote]Originally posted by Mauser:
<strong>I am the only tech support person in a 150+ user environment. I feel like I am in a venomous snake pit more often than not. Everyone has the "me first" attitude. I like my job, but am getting to a point where I want to choke some of these people. I think it best to come up with some kind of time management where users will be forced to deal with - any ideas of how I can best do this. And NO, they don't want to spend the money to hire another person for at least another two years.

Thanks.</strong><hr></blockquote>

At least, is the salary worth it?

[Danrak]

To work off of Matridom's idea. If your company has a intranet webserver setup, try running one of the many helpdesk programs there are for it. You should be able to a lot of them at <a href="http://www.hotscripts.com" target="_blank">http://www.hotscripts.com</a>

Edit: You may also be able to setup a website to talk them through basic problems, this should help cut down on you having to go and help out on little problems.

[Draggar]

[quote]Originally posted by Danrak:
<strong>Edit: You may also be able to setup a website to talk them through basic problems, this should help cut down on you having to go and help out on little problems.</strong><hr></blockquote>

We all know most end users will never read something that will help them fix their own PCs. Thats what the techs are for.

Sure, the document is a great idea, but when they come to you, if you know it is on it, tell them to check it out and follow the directions, its very easy.

If they whine and complain that 'they don't know anything about computers' then tell them it'll be a 3 hour (or more) wait.

The VM with idea is a great one, too...

[firemonkey]

I have a help desk at one of my jobs, I really like it, if I am on my way to a users station. If someone stops me I will say," I am working on something now, can you put in a help ticket, otherwise I might forgat" I works and cuts down the phone calls.

[Milenko]

Here's a big bad list of helpdesk software. <a href="http://www.helpdesk.com/software.html" target="_blank">http://www.helpdesk.com/software.html</a>

[+Daemon+]

Do you use a remedy ticket system?

I use a program called Remedy that works with oracle ms sql and more.

You just install the client on the users desktop then install the server software.

When the users have a problem they send you a ticket. And if they come in without one you tell them to go send a remedy ticket. And then say ill get to you when you next.

heres there site
<a href="http://www.remedy.com/" target="_blank">http://www.remedy.com/</a>

there help desk
<a href="http://sdweb02.peregrine.com/prgn_corp_ap/Products/pstProductFullBodyBP.cfm?objectID=6610D61D-B83D-11D5-967100508BD33BE3&ProductFamilyid=3624BFC1-9A20-11D4-9C210090277322BD" target="_blank">http://sdweb02.peregrine.com/prgn_corp_ap/Products/pstProductFullBodyBP.cfm?objectID=6610D61D-B83D-11D5-967100508BD33BE3&ProductFamilyid=3624BFC1-9A20-11D4-9C210090277322BD</a>

[Sowulo]

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