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So much of the service desk type stuff is solved easily if someone RTFM. Tier 1 helpdesk stuff is almost all of that, at least that is what I see where I work. And AI can be very good at presenting TFM in a polite way.
And yes, I know that being an .edu we are kinda weird, but almost all of our tier 1 and tier 2 are students or recent graduates, and almost our entire systems/networking group (up to dept manager) started there, and about 20% of our dev team came from internships or got their degrees with us, left to get jobs and came back later.
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“IN MY EXPERIENCE, SUSAN, WITHIN THEIR HEADS TOO MANY HUMANS SPEND A LOT OF TIME IN THE MIDDLE OF WARS THAT HAPPENED CENTURIES AGO.”
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