Contrary to what some managers like to think, the Help Desk is not an island. A smart help desk manager doesn't (or shouldn't) sit around idly waiting for the Software Development teams to release new or upgraded applications. If your team is expected to support users of an application, it is reasonable to expect that the application will be thoroughly tested and debugged before it goes into production.
Sadly, too many organizations cut corners when it comes to quality assurance testing, and when users start uncovering bugs in the system, it puts an undue burden on the help desk. It's the help desk manager's job to make sure the analysts aren't expected to play the dual roles of support and quality assurance testers. |