DurocShark
Lifer
My title at work is "Business Systems Analyst". What that means is I'm the last word in tech support at our he11desk.
So when a middle manager calls all pizzed about a change to our systems that makes his life hard, I 'splain via email how it was a system change, and walk him through what he needs to do to get his job done. Yeah, it's like 2 extra steps. A PITA to a endluser but not the end of the world.
Today, the above middle manager calls all pissed off about how he got an email that his issue is resolved but it's still not working the way he wants it to. The grunt who took the call of course comes to me asking what to do. I tell her to pass the luser to me and I'll take care of it.
Luser: I want it back the way it was. It's very inconvenient.
Me: Sorry, sir, but that change was made to gain SOX and other legal compliance. It was requested and then approved by executive management, not IS.
Luser: So switch it back!
Me: Well the only way to get it back is to work through your chain of command and see if they can request the change.
Luser: Ok. And when will it be switched back?
Me: Once they request it, and it's approved, it'll go through the normal change control process. Anywhere from a week to several months. Depends on the urgency of the request.
Luser: Oh. So it'll be fixed in a week?
Me: It's not broken, sir. It's working as designed.
Luser: When will it be fixed? You just said a week!
Me: have you spoken to your VP about this yet?
Luser: Why do I have to talk to him?
Me: Because you have to go through YOUR management to get the process started.
Luser: Then it'll be a week? I need this NOW!
Me: The steps you have to take to perform your tasks have changed. Nothing is preventing you from performing them. Please speak to your management team.
Luser: I need to speak to the next level up NOW! (gets a really big attitude) Do you realize who I am?!?!
Me: Sir, I realize this is difficult, but you must understand that IS doesn't make changes randomly. We only do what is requested of us THROUGH CHANNELS. Calling the help desk won't change anything. We help to fix things that are broken, not things you wish changed.
Luser: So it'll be fixed in a week then?
Me: *head explodes*
So when a middle manager calls all pizzed about a change to our systems that makes his life hard, I 'splain via email how it was a system change, and walk him through what he needs to do to get his job done. Yeah, it's like 2 extra steps. A PITA to a endluser but not the end of the world.
Today, the above middle manager calls all pissed off about how he got an email that his issue is resolved but it's still not working the way he wants it to. The grunt who took the call of course comes to me asking what to do. I tell her to pass the luser to me and I'll take care of it.
Luser: I want it back the way it was. It's very inconvenient.
Me: Sorry, sir, but that change was made to gain SOX and other legal compliance. It was requested and then approved by executive management, not IS.
Luser: So switch it back!
Me: Well the only way to get it back is to work through your chain of command and see if they can request the change.
Luser: Ok. And when will it be switched back?
Me: Once they request it, and it's approved, it'll go through the normal change control process. Anywhere from a week to several months. Depends on the urgency of the request.
Luser: Oh. So it'll be fixed in a week?
Me: It's not broken, sir. It's working as designed.
Luser: When will it be fixed? You just said a week!
Me: have you spoken to your VP about this yet?
Luser: Why do I have to talk to him?
Me: Because you have to go through YOUR management to get the process started.
Luser: Then it'll be a week? I need this NOW!
Me: The steps you have to take to perform your tasks have changed. Nothing is preventing you from performing them. Please speak to your management team.
Luser: I need to speak to the next level up NOW! (gets a really big attitude) Do you realize who I am?!?!
Me: Sir, I realize this is difficult, but you must understand that IS doesn't make changes randomly. We only do what is requested of us THROUGH CHANNELS. Calling the help desk won't change anything. We help to fix things that are broken, not things you wish changed.
Luser: So it'll be fixed in a week then?
Me: *head explodes*
