Monday, July 02, 2007


We are going to adopt the procedures, tested at the end of the month, permanently. Scheduled breaks are no more. Notify your Team Lead when you would like to take your break. Your Team Lead will grant or deny based on current circumstances.

So, little more than a week since my comments about the "root causes" of the Help Desk's queue problems, it is now official. The Help Desk has officially abandoned the concept of sufficient staffing. They used to tell us that sticking to the scheduled breaks were very important so that staffing levels would adequately cover peak times. Now, since the Help Desk is chronically, and now systemically, understaffed, they're just going to work us continuously until, with bladders full, we beg to take a break.

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