IT and the MSC
“I’m so glad you guys are here!”
“It’s very convenient to come down here and get my problems fixed.”
“You guys are a one-stop shop, and fix all my problems.”
Eight months in, and comments such as these haven’t died out yet! It’s a good feeling, knowing that people appreciate our set-up and the work we do. The Dublin MSC has been going strong since its opening in April, and the verdict is pretty unanimous; what a great IT solution!
For those of us who work in the MSC, we’ve had so many more opportunities than in the past. I personally moved from a helpdesk role to this one, and man it is so much more pleasant to work with people face to face. The frustration that is cut out just by being there, seeing the problem first-hand, and being able to put your hands on the machine to fix it is a big step above opening a ticket and hail-mary wishing for someone to respond.
Here at the MSC, it really is your one stop shop. No more need to open a ticket beforehand, no need to make any appointments. You just head on down, and one of our technicians is right there to solve your problems.
I admit, I thought this set up would be bad for the technicians; being so readily available, how easy would it be for people to take advantage? Would we be overwhelmed? There have been times when I was on my lowly helpdesk job that people would reach out to me directly, go around the process to try to cut in line. It’s understandable, you have a problem and you need it solved right away, right? So of course you utilize all your resources!
Well, my worries were for nothing. Sure, we get busy, but it’s a good kind of busy. There’s always things to be doing, and that means we’re always helping people get back to their job that much faster. Us technicians support each other to balance the load, and any one of us will lend a hand when needed. It’s a highpoint that we work so well together, to be sure.