I’ve finished the second day on the ‘Make a Service Desk’ project. Yes, that’s exactly what it is. I’m still a ‘service desk advisor’, but instead of advising them on developing procedures, I’m actually advising them on how to set up a 1st tier Service Desk – from scratch. I’m not advising them on how good or bad their procedures are, I’m creating new procedures for them. And a service desk. And everything.
How huge is that? Way huge.
So yesterday afternoon, I found out that they had nothing developed. Not a single thing. And only less than 2 months from going live. I went back to my normal place of work and got some information on how we organise the process. I’ll be using that to help me create the procedures they’ll need.
I also really felt like an ‘advisor’ this afternoon, when I sat down with a few people and told them that in order for me to do ‘this’, they have to do ‘that’, and they’ll need to do it before I can continue. So there was a period of mild embarrassment amongst them that they hadn’t already done ‘that’, which was an essential element to defining how their service desk is going to work, and so they got to it straight away.
And while they did that, I went home.
I’m in this fantastic position of real influence, on having my efforts at helping this company – a big company, let me remind you – deliver their promised service agreement, within a very short time frame. If I can pull this out of my arse and get them the results they need, within the time they need it, that’ll be some serious browie points in my favour.
The experience I’ll get with this is invaluable. Needless to say, I’m a pretty happy chappy. 🙂
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