Quote:
Originally posted by Death By Jell-O
Why does tech support suck so bad? I hate having to wait on some person to look up the answers to my questions on their computers........Are they slackers or do they really get that many stupid questions that they can't answer my relevant one in a decent amount of time?
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In our defence there is a hell of a lot to remember for a tech suppor person. And not to mention the fact that you are usually working ALL DAY with someone (the users) looking over your shoulder. Trust me, that gets to you... and that is why the support person goes back to their desk, their 'space' to work out what the problem may be and then come back with a few ideas.
At my last place of employment (which was a charity, so we did not have a lot of cash to throw around) we did not have a SOE. So we had every Microsoft Operating System to support - 95, 98, NT, 2000, XP. Various makes and models of computers, different peripherals attached to those machines. There was no way we were ever going to know it all off the top of our heads. We would have loved to, but it just aint gonna happen.
Then there is the fact the pretty much anything with a power cable falls under the IT departments umbrella (well it did for us). So you find yourself being a printer mechanic, audio visual expert, etc etc etc :rolleyes:
I think that support is a small part knowledge, a larger part knowing where to go to get answers, and an even larger part customer service.