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The joys of Helpdesk....

F

fbrdphreak

Lifer
Of all the categories we have to choose from to classify a call, I find myself choosing "Other" more and more often, as there isn't one that says "User is a fvcking idiot and won't listen to me when I tell them they're wrong."

Yep, I've got a case of the "Monday's."
 
Do what we did and make a new category called "T/D" for Tard. You can think of a suitable meaning for T/D to explain it to superiors.
 
Originally posted by: Pacemaker
In my old helpdesk job we had a category "User Error, ID10T"
Click to expand...
See the people here suck up to the users, so there's no chance in hell of a category like that showing up.
 
Originally posted by: fbrdphreak
Originally posted by: Pacemaker
In my old helpdesk job we had a category "User Error, ID10T"
Click to expand...
See the people here suck up to the users, so there's no chance in hell of a category like that showing up.
Click to expand...

In other words they choose to be professional rather than foster an "us vs them" attitude towards the users.
 
I just had a lady call me a few minutes ago who thought she lost her whole excel file. After VNCing into her computer and talking with her a bit, she finally told me she fell asleep on her keyboard, her excel work wasnt gone, she was just on row 64000 from sleeping on the arrow keys....
 
Get a job as a Sys Admin. The advantage is that the only people you have to talk to are stupid help desk workers that don't know how to get symptoms correctly from the user when an application isn't working right.
 
Originally posted by: Linflas
Originally posted by: fbrdphreak
Originally posted by: Pacemaker
In my old helpdesk job we had a category "User Error, ID10T"
Click to expand...
See the people here suck up to the users, so there's no chance in hell of a category like that showing up.
Click to expand...

In other words they choose to be professional rather than foster an "us vs them" attitude towards the users.
Click to expand...
No, it goes beyond professional and into rimjobs. I completely believe in professionalism and that they are the "customer" of sorts, but these people would gladly take some TP and clean up for the users after a #2.
 
We had a guy call us one time because he received a phishing email. he clicked the link, entered his ssn and ALL of his credit card info, including the corporate credit card, etc and submitted the form. A few mins after, he called us and asked if that was okay. We explained to him that it was NOT okay, the site was located in Nigeria, and for the record, there was no reason he should have provided this info to "CitiBank" when our corporate credit cards are not THROUGH Citibank at all. he then yelled at us for not stopping the email in the 1st place.

We laughed about him for quite a long time after that....
 
Originally posted by: altonb1
We had a guy call us one time because he received a phishing email. he clicked the link, entered his ssn and ALL of his credit card info, including the corporate credit card, etc and submitted the form. A few mins after, he called us and asked if that was okay. We explained to him that it was NOT okay, the site was located in Nigeria, and for the record, there was no reason he should have provided this info to "CitiBank" when our corporate credit cards are not THROUGH Citibank at all. he then yelled at us for not stopping the email in the 1st place.

We laughed about him for quite a long time after that....
Click to expand...

Wow. This is why there should be a computer use licence, like there is a drivers' license. A violation of that magnitude would merit immediate revocation of PC rights.
 
I have no problem helping those who don't know... in fact, they're much better than the guy who calls and the first thing that comes out of his mouth is he's A+ or MCSE certified. And helping people who have a problem, and being able to solve it for them, is just rewarding. It's the people who blame you for the problem, and won't follow your instructions or believe what you say. 'your internet is so slow now... when i signed up, it was great, but these days it takes me 5 mins for my computer to turn on, and even opening mail takes 2 minutes'. Um that has nothing to do with the internet dumbass, it's your computer. It was fine when you signed up because your computer was new when you signed up, but installing things like that talking purple monkey has slowed down your computer. Of course they don't believe you... 'you need to open more lines... my friend told me when there's too many people on the same line, it can slow down like this.'

But bad customers happens in all industry. I have a friend who's husband makes $400/hr as a psychiatrist, and the clientele is the Baco Raton area... and she's his secretary. She IMs me her experience almost daily. I of course feel sorry for the callers... i mean, these people have mental disorders, it's why they're seeing the psychiatrist... so she should be more patient. But when she sends me voice clips of the callers, i'm amazed that she even picks up the phone.

 
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