ARRGGGHHH!!!! STUPID HELP DESK PEOPLE!!!

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Adul

Adul

Elite Member
Oct 9, 1999
32,999
44
91
danny.tangtam.com
Oh how wish I could reach through the phone and smack %#$%$# out of someone.

Here is a short version of my half-hour of hell!

Me: I have a problem with a recently installed network color printer.

Helpdesk: Ok what is the problem sir

ME: When the print queue was created for this printer, they forgot to give our group permission to print to our printer.

Helpdesk: Ok sir, what is the printer's IP address.

Me: The printer's IP address is 131.*.*.* and the queue name is so and so.

Helpdesk: Hold on sir.

Me: holds: again!

Helpdesk: You will need to send a e-mail to logical access and...

Me: No, No, No, you do not understand, the server people simple forgot to set permissions for this printer.

Helpdesk: Hold on sir.

Me: Arggh!!!(Silently)

Helpdesk: Sir you need to send a form to logical access to get permission to print to this printer.

Me: I AM NOT GOING TO FILL OUT 30 Forms TO ASK FOR PERMISSION TO BE ABLE TO PRINT TO A PRINTER THAT IS IN OUR GROUP AND THAT WE SHOULD HAVE PERMISSION TO PRINT TO.

Helpdesk: Sir, its a access issue.

Me: Just send this ticket to the server group (Thinking you can take this call and shove it)

Helpdesk: Sir, I can't guarantee that they can fix it.

Me: Just send it to them.

Helpdesk: ok sir, I will not this in the logs.

Me: Fine.

Helpdesk: Hold on sir.

Me: waits for ticket number

Helpdesk: Here is your ticket # sir.

Me: thanks click.

Why oh why must our help desk be such a pain in ass! I hate calling them! Once in a while I get a guy who knows what he is doing, most of the time I have to tell them exactly what to do. Argghh!!!
:|:|:|


**Fix for spelling errors for some people!**
 
Y

Yo Ma Ma

Lifer
Jan 21, 2000
11,635
2
0
Here you have it folks, the flip side of the tech support phone call :D

Adul - I feel your pain ;)
 
S

Soybomb

Diamond Member
Jun 30, 2000
9,506
2
81
I'm sorry Adul but if you'd follow our standand procedure this would be alot easier for both of us ;)
 
W

Windogg

Lifer
Oct 9, 1999
10,241
0
0
That sucks adul.

At least they sound more competant than the new outsourced people. Simple concepts such as issuing ticket numbers still pose a major problem.
 
R

radiocore

Golden Member
Aug 25, 2000
1,011
1
0
i worked for the help desk at school....you know what its like to get tons of calls from people who need help? sure, once in awhile you get someone who knows what they're talking about, but most of time, ya don't.

And the worst part are those calls that come who DEMAND to have their problems fixed right away. :|

at least i don't work there any. :p:p:p:p
 
W

warcleric

Banned
May 31, 2000
2,384
0
0
judging by his spelling, I would be surprised if he could articulate his problem well enough for anyone to be able to fix it.
 
Adul

Adul

Elite Member
Oct 9, 1999
32,999
44
91
danny.tangtam.com


<< judging by his spelling, I would be surprised if he could articulate his problem well enough for anyone to be able to fix it. >>



My typing has nothing to do with being able to articulate my problem to the help desk. I open most of the calls for our group because I can always tell them exactly what is wrong. I know more then most of the techs here do and I definitely know more then the help(less)desk.

Has I pointed out this was a shortened version of what my 30 minutes of dealing with this person was. I didn't include the dozenor so things she wanted me to do that I already checked myself.
 
Michael

Michael

Elite member
Nov 19, 1999
5,435
234
106
I used to work where Adul is now.

We didn't have a help desk, we had a &quot;No Help Desk&quot;.

Computer support was outsourced a couple of times. The people that the outsourcing company hire have zero loyalty to the company they're supporting. They are interested in keeping their bosses happy (which means hitting the outsourcing company's profit targets = lower service levels). They also tend to move from account to account so they build up little expertise. Eventually support gets unacceptably low and whatever outsource company flavour of the month gets fired, the tasks are brought inside, then some VP outsources it again and claims savings. Repeat.

Michael
 
W

Windogg

Lifer
Oct 9, 1999
10,241
0
0
Michael what you and Adul have told me sounds like the exact road my company has taken. The managment at the outsourcing companies have been giving glowing reports of how &quot;great&quot; they are doing. BS!!! It's a freakin nightmare here and at other sites. I am now ad hoc support for half a dozen sites around the country. That number seems to grow everyday.
 
R

radiocore

Golden Member
Aug 25, 2000
1,011
1
0


<< Has I pointed out this was a shortened version of what my 30 minutes of dealing with this person was. I didn't include the dozenor so things she wanted me to do that I already checked myself. >>



You have to keep in mind that the people at the helpdesk get ALL sorts of people calling and they don't call stating their degree of knowledge first. So it is standard to go through each step no matter how stupid it is to you. You'd be surprised at the amount of things avg users don't know. SHe was just being thorough.

Granted, there are lots of helpdesk people who don't know what they're doing...

<shrugs>
 
Adul

Adul

Elite Member
Oct 9, 1999
32,999
44
91
danny.tangtam.com


<< Michael what you and Adul have told me sounds like the exact road my company has taken. The managment at the outsourcing companies have been giving glowing reports of how &quot;great&quot; they are doing. BS!!! It's a freakin nightmare here and at other sites. I am now ad hoc support for half a dozen sites around the country. That number seems to grow everyday. >>




Beleive it or not, it use to be far worse when I first got here. open a ticket and maybe someone would show up 5 days later, if not longer. I basicly did most of the support for the group and basicly do so now.
 
Adul

Adul

Elite Member
Oct 9, 1999
32,999
44
91
danny.tangtam.com


<<

<< Has I pointed out this was a shortened version of what my 30 minutes of dealing with this person was. I didn't include the dozenor so things she wanted me to do that I already checked myself. >>



You have to keep in mind that the people at the helpdesk get ALL sorts of people calling and they don't call stating their degree of knowledge first. So it is standard to go through each step no matter how stupid it is to you. You'd be surprised at the amount of things avg users don't know. SHe was just being thorough.

Granted, there are lots of helpdesk people who don't know what they're doing...

<shrugs> >>



I did go through them anyways, but I knew it was a server issue.

Server guy just called and fix the permission. I can now map that printer ot everyone now.
 
F

fallenoncrack

Banned
Dec 19, 2000
1,747
0
0
help desk can suck, but considering the large corporation you are in Adul, you have to put up with the BS. It keeps the departments from fighting. instead, all departments hate the help desk. awwww isn't that sweet!


hi
 
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