I'm on call & the helpdesk calls me for help then gets mad & hangs up.

[shiner]

You know it doesn't make me real happy when someone(night shift helpdesk) calls me at home and I try to help them and they get mad. What am I talking about? Well I just got a call about a problem with a that was no longer logging in automatically because a user had logged it off and tried to log on as himself. I try to help them with the problem even though it's a desktop issue(I'm a network admin) and spend a few minutes looking into things. When I can't do remotely what needs to be done(because these workstations don't use SMS, PCAnywhere, or any other remote tool and a locked down fairly tight) I tell them they need to call the desktop on-call person so they can come in and make a change. I also give them detailed instructions to give to the desktop on-call person about what to look for and what needs to be done based on my knowledge of how things were done with these particular workstations way back when I worked desktop and took care of them. Does the caller listen? Not much. She writes a something down, tells me she didn't want my knowledge from when I took care of them, that she needed a network engineer to look into the network problem. Then when I try to explain again what the problem is, how it isn't a server or network issue, and how to fix it she hangs up the phone in the middle of me talking. I call back and tell her I think I remember the generic logon and password that workstation uses and how they can at least get the it logged back in. Her response? I don't want to mess with that, I'll wait until someone gets here to look at the problem themselves. CLICK! Really gives me a warm fuzzy feeling inside and I'm sure somehow this will come to reflect poorly on the consulting company I work for since we can't seem to do anything right. In fact I'm amazed we can all get up in the mornings and dress ourselves. Then again maybe she just doesn't like me and holds a grudge because my Mom fired her for incompetence when she worked for a different company back in the 1970's.

 

[djheater]

three words....

C....Y....A.....

Document the fvck out of it and make sure her supervisor knows you're golden....

I'm on call too...

However I am user support....

 

[Jfur]

wow, glad you kept your cool. I'd folw djheater's advice and see if you can't make it 2 for 2.

 

[shiner]

Don't worry.....I am the King of CYA.

 

[Waveslidin]

Shoot, the largest Outlook folder I have is called CYA. Don't know what it is...but people just chomp at the bit to get you for any little thing. Ever thought about throwing Tight VNC on for remote control of the desktops?

 

[shiner]

Well because the way these workstations are setup and the fact that they are in the ER(I work at a hospital) and are the patient information and tracking systems they really don't like them to have remote control capability on them. Well that and the fact that every type of remote software that has ever been put on them has made the critical app they run puke.

 

[PowerMac4Ever]

Wait, so do you plan on talking to your superiors about this bitch or are you going to let it slide? Finish the story!

 

[shiner]

As soon as she hung up on me the second time I wrote a detailed email to my boss, the boss over desktop support, and the owner of our company.