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Oct 2, 2026Every Ninety Days Our Service Desk Had the Same Bad Week
For about a year my service desk had a bad week roughly once a quarter. Calls doubled on the Monday,...
Oct 2, 20262 min read1 reactions0 comments
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Oct 1, 2026Every Depot Signs In at Six and We Had Sized for the Hour
The morning shift at most of our depots starts at six. For years that meant very little to my team,...
Oct 1, 20262 min read0 reactions0 comments
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Sep 30, 2026A Third of the Scanners Sent Back as Faulty Had Nothing Wrong With Them
When a handheld scanner stops working at one of our depots, the supervisor boxes it up, a courier...
Sep 30, 20262 min read0 reactions0 comments
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Sep 29, 2026Our Tickets Closed Themselves Before the Night Shift Came Back
Our service desk tool closes a ticket automatically when the requester has not replied for three...
Sep 29, 20262 min read0 reactions0 comments
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Sep 28, 2026Nineteen of Our Shared Mailboxes Were Being Read by Nobody
In April a customer complained to our managing director that he had been writing to us about a...
Sep 28, 20262 min read0 reactions2 comments
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Sep 27, 2026Your New Employee Has Already Said Yes. What Has the Company Said Back?
Your New Employee Has Already Said Yes. What Has the Company Said Back? The 30 Days...
Sep 27, 20262 min read0 reactions0 comments
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Sep 26, 2026The Printer That Decides Whether a Lorry Leaves Was Bought Like Stationery
In our depots a parcel cannot leave without a carrier label, and the label comes out of a thermal...
Sep 26, 20262 min read0 reactions0 comments
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Oct 3, 2026When a Browser Tab Became a SaaS Incident
When a Browser Tab Became a SaaS Incident A Personal Experience in Operational...
Oct 3, 20262 min read0 reactions0 comments
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Sep 25, 2026Two Thirds of What We Escalated Did Not Need an Engineer
Our second line has five engineers and by March they were a fortnight behind on anything that was not...
Sep 25, 20262 min read0 reactions0 comments
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Sep 24, 2026The Continuity Exercise Stopped in the First Half Hour
We run a continuity exercise every January. The first two were sensible tabletop discussions about...
Sep 24, 20262 min read0 reactions0 comments
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Sep 23, 2026A Fifth of Our Support Demand Came From People We Do Not Employ
I asked the service desk why Monday mornings were so heavy and got an answer I was not expecting. In...
Sep 23, 20262 min read0 reactions0 comments
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Sep 28, 2026The Colleague Who Knew Everything Just Resigned. Now What?
The Colleague Who Knew Everything Just Resigned. Now What? Knowledge Hoarding Looks Like...
Sep 28, 20262 min read0 reactions0 comments