The movie Groundhog Day, starring Bill Murray, is a classic tale of repetition and frustration. In the film, Murray’s character, Phil Connors, finds himself reliving the same day over and over again. He goes through the same experiences, hears the same conversations, and ultimately has to repeat himself endlessly. This scenario is reminiscent of a bad IT experience, particularly when dealing with a poorly run service desk or help desk, or worse, one that is outsourced to another country.
The Frustration of Repetition
In Groundhog Day, Phil Connors’ frustration grows as he realizes that no matter what he does, he wakes up to the same day, facing the same challenges. Similarly, in the IT world, end users often feel like they are stuck in a loop when they have to explain the same issues repeatedly. This can happen when the software used by the outsourced partner doesn’t connect properly with the local onsite team, or when service desk staff fail to input notes due to laziness or oversight.
The Problem with Random Help Desks
Many times, the root cause of this frustration is a random help desk setup where any available engineer responds to a ticket. This random person often lacks specific knowledge of the company’s environment and history of issues, leading to repeated explanations and unresolved problems. End users might think that having an assigned tech will solve this problem, but this approach has its own pitfalls. What happens when the assigned tech who knows your history and has built a relationship with you quits, gets sick, or is fired? You are left in a hole, dealing with engineers who once again don’t know your history of issues.
The Pod Concept: A Solution to Repetition
At Resonant Technology Partners, we understand the frustration of feeling like you’re stuck in a Groundhog Day episode with your IT support. That’s why we developed the pod concept. When you’re onboarded with Resonant, you are assigned a color pod with three to four engineers who are all equally familiar with your account. This approach ensures that you develop strong relationships with multiple engineers, not just one.
If one of your pod engineers moves up, moves on, or is unavailable for any reason, you won’t fall into the Groundhog Day trap. The remaining engineers in your pod will have the knowledge and context to continue providing seamless support, ensuring that your issues are resolved efficiently and effectively.
Conclusion
Don’t let your IT support experience turn into a Groundhog Day nightmare. At Resonant Technology Partners, we are committed to providing consistent, knowledgeable, and personalized support through our innovative pod concept. By avoiding the pitfalls of random help desks and ensuring that multiple engineers are familiar with your account, we help you avoid the frustration of repeated explanations and unresolved issues.
Ask yourself: Are you tired of explaining the same problems over and over again? Are you ready for a more reliable and efficient IT support experience? If so, contact Resonant Technology Partners today and see how our pod concept can transform your IT support experience.
David Walter is an author, speaker, and sales trainer. His claim to fame came from a cold-calling hot steak, during which he set 15 appointments a day for six months straight. He later ran a marketing call center, helping companies make millions. His book is a # 1 Best-seller on Amazon. He is now the VP of Growth at Resonant Technology Partners, a Lyra Technology Group Company.