IT Support/Helpdesk team etiquette question

[y2kc]

question: if you close a support incident prematurely (thinking the issue is resolved) and the user calls back the following day, do you step up and pick the ball back up or do you allow the unlucky slob who happened to be the next in the queue clean up your mess?

 

[guyver01]

next in queue baby.

welcome to the world of IT/Help Desk.

Let someone else do your job.

🙂

 

[NathanBWF]

i'm not a help desk guy but i know as a customer i'd prefer to have the same person as before because then they know what the problem is and i don't have to explain it all over again to a new guy....that's why I always get the name of the person that i'm working with.

 

[Bulk Beef]

F That - Pass the buck and never look back, baby.

 

[vi edit]

After working a help desk for 4 years, the "correct" answer is let the person in the que pick it up.

But after working help desk, I've learned that it's sometimes better for both you & and ultimately the customer to have the case originator pick up and follow through. At least in my situation, it was inevitable that the person following up would contact you numerous times to see what you did, and what they should do. Just finish it yourself and save yourself, your coworkers, and the client the hastle.

 

[BooGiMaN]

the real question is do you really give a fvck?
if not then back to the end of the queue....or better yet lose their request... i mean its almost friday how dare they make u work 😛

 

[Muck]

If your co-workers are your friends, pick it up or stay involved in the situation. If they are more experienced, let them handle it but make sure to fill them in on the details of the previous call and be there for them.

EDIT: vi_edit beat me to it. We'd get along. 🙂

 

[tk149]

Originally posted by: sward666
F That - Pass the buck and never look back, baby.

Oh look! You're job's going to India! Wonder why?

 

[y2kc]

Originally posted by: vi_edit
After working a help desk for 4 years, the "correct" answer is let the person in the que pick it up.

But after working help desk, I've learned that it's sometimes better for both you & and ultimately the customer to have the case originator pick up and follow through. At least in my situation, it was inevitable that the person following up would contact you numerous times to see what you did, and what they should do. Just finish it yourself and save yourself, your coworkers, and the client the hastle.

I am going to complete the job, no need to place the user in the middle of a pissing match, but what annoys me is when you confront the person that dropped the ball and they're like "screw them and screw you too". And when I say "confront" I don't mean a screaming match type a thing but more like a "hey dude do you want to follow up with this?" and you're given their a$$ to kiss.

 

[PlatinumGold]

Originally posted by: NathanBWF
i'm not a help desk guy but i know as a customer i'd prefer to have the same person as before because then they know what the problem is and i don't have to explain it all over again to a new guy....that's why I always get the name of the person that i'm working with.

really? if the issue isn't resolved, i usually call back LOOKING for someone else. i don't know HOW many times i've called multiple times before finally getting someone that could ACTUALLY resolve the problem.