Ethnography Week #5

As we continue our ethnography we are more and more accepted into the environment of the help desk. We have started to look at issues of blame and trust between users of the system, the system and the technician role. We are curious to know if there is a way to reduce the amount of blame placed on technicians when a system fails.

For the most part the help desk has been relatively calm this week with few calls and not much social activity occurring. We have generally observed employees browsing the internet and relaxing. There have been a few pending issues regarding installations which are upcoming, but we will not be present for those.

Overall we are beginning to feel the natural pulse of life in the helpdesk, adapting to its nature of altering between super busy and very relaxed.