Quote:
Originally posted by Steve_Hutchison
Tech support offices dont have an interesting environment to work in. A lot of technicians get call after call, and most of the time, the people who call in are either lazy or arrogant. It gets them irritated.
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I work on a Service Desk now for a global company and the main difference between my last job and this job is that we can not go to users machines, we get calls and emails from AOA zone (Africa-Oceania-Asia) people and our job is to act as a filter to resolution groups. Resolve what we can, and escalate what we can't.
100% phone support is the support you don't want to be doing. It is FUCKED!
As Steve mentioned above sometimes people call that are lazy and\or arrogant... or silly.
I had a call the other day and the user told me what was or was not happening I asked him to try something, and he said "ok" and then there was silence for around 30 seconds... I said "have you done that?"
He said "I will as soon as my computer reboots - I shut it down just before I called you to see if it resolves the problem. I am just restarting it"
I said pretty sarcastically "ok, great... did you want to call back when you have your machine up and running and we can take it from there?"
A full reboot of our machines takes around 12 minutes and I was not waiting on the phone for that amount of time. he did not call back so again the mighty reboot resolved the problem.
Its calls like that (from one of our resolution group people) that leave you scratching your head and wondering how can we be ESCALATING tickets to these people??