I'm curious if people can share their delineation of duties between the support organization (help desk) and the network administration (engineering, etc) teams, especially as it surrounds the triaging and troubleshooting of wireless connectivity issues.
What is expected from the support organization before an issue is escalated? Who communicates with the end user? What tools, resources, and training are made available to techs? Are all support techs qualified, or just a "wifi strike team"? Lessons learned? Thanks! Norman Elton William & Mary ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/discuss.
