Things at the interns have had some professional development seminars provided by the Human Resources Trraining Team. Some of those include Active Listening, Continuous Process Improvement, DISC, Note taking and Time Management. They also have the Interns reading 7 Habits of Highly Effective People and doing book discussions about parts that we have read. I think that this type of involvement is a good way to show investment into the interns as possible future employees. Its more than just throwing the interns into their assigned work areas and having them get experience in the job, its also developing them into future professionals in their fields.
I’ve started gathering my ideas and data for the capstone presentation project here at NEXCOM. I have a few examples of trouble tickets where the User asks for an analyst to look at something like a monitor or a printer and provides no additional information. Where is this printer or monitor located? I’m going to address to the VPs how this lack of information really slows the process, especially with issues like that where we don’t need the User there to troubleshoot and fix the issue in question. Another issue that I’m trying to figure out how to address is the lack of communication. Users will put in a trouble ticket, and all methods of communication are used to contact them to help them with their issue, and either they don’t respond in a timely manner or don’t respond at all. I figure if its not important enough for the User to communicate, its not important enough to keep a ticket in the system. But maybe that’s just me being jaded as a technician.