Wes Boston This is Me

 Web References

1. 1. www.netstarsoln.com

   www.netstarsoln.com/press/rele - [Cached]

   Published on: 2/21/2002   Last Visited: 3/29/2007

   That creates a lot of benefits, says Wes Boston, the Regional Medical Center's director of technical services. Support technicians work on the applications and systems they support so they can better understand how they work and how they help administrators, nurses, and doctors do their jobs. "A lot of times, you have a person on the phone who's great at solving problems, but they have no idea of the big picture," Boston says. Changing tasks gives them that picture. It also helps them interact with people in the business units they're supposed to be serving, which helps when support issues come up in those groups. "They become a person to the people they help," he says.
   
   As good as these help-desk changes and challenges are for the company, they may be even better news to the technicians themselves. The help desk is typically seen as a dead-end area in IT, which makes it a tough place for businesses to attract talent. Boston says his program of rotating staff helps him recruit and keep better people. "It's going to help morale, because they know they're not the low person on the totem pole," he says.

2. 2. Professional Help Desk Association - November 2001, Newsletter

   www.profhelpdesk.org/newslette - [Cached]

   Published on: 11/1/2001   Last Visited: 3/30/2006

   That creates a lot of benefits, says Wes Boston, the Regional Medical Center's director of technical services. Support technicians work on the applications and systems they support so they can better understand how they work and how they help administrators, nurses, and doctors do their jobs. "A lot of times, you have a person on the phone who's great at solving problems, but they have no idea of the big picture," Boston says. Changing tasks gives them that picture. It also helps them interact with people in the business units that they're supposed to be serving, which help when support issues come up in those groups. "They become a person to the people they help," he says.
   
   As good as these help-desk changes and challenges are for the company, they may be even better news to the technicians themselves. The help desk is typically seen as a dead-end area in IT, which makes it a tough place for businesses to attract talent. Boston says his program of rotating staff helps him recruit and keep better people. "It's going to help morale, because they know they're not the low person on the totem pole," he says.