How bad is your helpdesk service?

[bobross419]

The last place I worked it was shit. I did Central Helpdesk for ~30 universities. We had about 4-5 people that did a worthwhile job while theother 35-40 slacked all day, didn't document tickets, and all the horrible helpdesk stuff. Our onsite counterparts were about 50/50. After a while you knew who not to even bother calling and who were the go-to guys and gals.

At my new company, my helpdesk rocks. We only have 4 people, but we are all very hard workers. There is one guy that is like a tier 1.5 that we have to escalate to pretty often that doesn't give a shit about anything and another network admin with short timers syndrome, but otherwise the entire IT structure kicks ass.

 

[ultimatebob]

The help desk where I work is useless. They forward about half of their tickets to second level support (folks like me), because they have no idea how to tell the difference between a server problem and a workstation problem. Here's a hint, guys... if they're the only person having the problem at the entire site, it's probably a workstation problem!

 

[The Boston Dangler]

2 months ago

me: hi, i forgot my password. could you tell me my password, please?
helpdesk: i can't tell you the password over the phone, but i can email it to you.
me: how the fuck would i get into my email without my password? can you reset my password to a default?
hd: sure. it's a randomly generated password, and i'll email it to you.
me: ummmm...
hd: oh! okay! i can email your boss with the password!
me: he's playing golf in florida until monday. mike is covering for him.
hd: okay. mike, mike,mike... found it. uh, mike isn't management, is he?
me: no, mike is on my team, and he's covering for the boss
hd: yeah, no can do....
me: fine. email my boss's boss (*shakes head)

boss's boss: hello?
me: hi, i'm just calling to give you a heads up (explain pw situation)
boss's boss: i don't have time for this shit. (his exact words)
me: thank you for your time