theflyingwombat

I have only been through one re branding of our helpdesk system but the following seemed to help us narrow down our choices. * Ability to quickly make tickets when busy * customizable dashboards for agents/supervisors/managers * easy reporting * modular functionality

Started out building computers and playing around with Linux which got me into a PC repair shop. At this PC show I started learning some networking basics using Juniper and Microtik routers. After deciding I hated charging people money for repairs i took a help desk job at an oil and gas company. Over the next decade i…

I have never used log aggregation in the past. I need to start doing some research and see if this is something that will work for us. Currently logs are just being dumped on a log server and only looked at if there are issues.

Thank you for the detailed post.

This would have been handy to know when troubleshooting traces at my last job. Thanks!

I always try to create Standard Operating Procedures (SOP's) just so there is a written standard and process accessible to any of my co-workers. If someone is making changes incorrectly or does not know how to make the changes you can always point them to the SOP.

I think call flow charts would work wonders for a call center with specific duties. But since the typical help desk team handles just about everything, I dont think they would work very well. Unless of course you made call flow charts for just about every issue that might arise. As for the password resets, we have Cherwell…

My company seems to trust our security team and their recommendations so devices and software get purchased without any kicking and screaming.

Never heard of the 80/20 rule. Will definitely be reading more about it.

We were doing WSUS now its Altiris

Glad to know Networking people aren't the only ones having to deal with it always being their fault. Most of what I have seen is just teams pointing the finger because it is easier than looking into and troubleshooting their own systems. Any time it happens I do my do diligence and gather as many logs and stats (usually…

ps4 pro

Never thought of someone snooping via SNMP or logs. I will need to start reevaluating some things.

I think those are the same advantages and disadvantages with putting anything in the cloud. If it was possible to keep the logs encrypted en route to and at rest in the cloud I would have no issues with keeping my logs there.

Was always curious how a linux environment would get updates installed.

very helpful!

Network, I work on your issues even when I am on vacation. You are very lucky to have me.

In the past what we have done is take readings during peak and non-peak hours to see what we can expect to be "normal" CPU levels. Using these readings you could set a custom alert value in NPM to send an alert when CPU is above the normal level for certain amount of time. The CPU can be high while not effecting…