If You Have This Issue, Call It In Yourself

[Jay 2K Winger]

So this just happened. I got a call coming from Another Client, at whom some employees of The Client sometimes work. Caller explains that Luser needs to have her password reset for <ClientNet>.

Luser, it transpires, is a Big Shot Manager-Type, whom we do sometimes get calls about to resolve various issues, and as with this call, the calls are made by underlings. We at the IT Service Desk do our best to help the callers fix the Big Shot Manager-Types' issues.

However, this is a password reset that Luser needs assistance with. Per security policies, I can't work with Caller about it, so I explain that Luser needs to call it in herself. Caller understood, and had hoped that we would call Luser back to assist her. I commiserated, but stated again that Luser should make the call for her password reset herself.

Sorry, but no, we get too many calls, even at this time of evening, to play phone tag like that.

[Catwoman2965]

My boss tried that one time. had ME call the help desk for the printer HE used, which wasn't working. Help Desk person said oh no, hang up since I'm calling him, and HE needs to take care of this himself. I couldn't answer any of her questions, so she got annoyed (not with me) and made him do it himself!

[Jay 2K Winger]

My boss tried that one time. had ME call the help desk for the printer HE used, which wasn't working. Help Desk person said oh no, hang up since I'm calling him, and HE needs to take care of this himself. I couldn't answer any of her questions, so she got annoyed (not with me) and made him do it himself!

We'll get calls like that for people calling because their boss (usually a Big Shot Manager-Type) is having an issue with their computer. I'll take calls like that and put in the ticket, as long as the caller has the information I need (computer ID number, etc.) If they don't have it, and can't get it quickly or easily, then I ask them to call back once they have it. Those calls I don't have an issue with.

But if it's an issue like a password reset, where security policies set in place by The Client prohibit me from disclosing the temp. password with anyone other than the affected user? Sorry, no, your Big Shot Manager-Type has to either come on the phone right then, or call it themselves.

[Hyndis]

I get that all the time in tech support.

If you have a problem with it, contact us yourself. Do not send your minion to contact us, as that person will have no information and be no use whatsoever. This will only waste everyone's time and get everyone upset.

If you have no idea what you're doing, then fine, have the resident IT person contact us. At least they have some first hand experience as to whats going on.

[wolfie]

But if it's an issue like a password reset, where security policies set in place by The Client prohibit me from disclosing the temp. password with anyone other than the affected user? Sorry, no, your Big Shot Manager-Type has to either come on the phone right then, or call it themselves.

In a situation like that, I'd be VERY cautious about option #1 - after all, how can you be sure the person who comes to the phone right then IS the Big Shot Manager? I'd be strictly "BSM has to call it in themselves".

[Jay 2K Winger]

In a situation like that, I'd be VERY cautious about option #1 - after all, how can you be sure the person who comes to the phone right then IS the Big Shot Manager? I'd be strictly "BSM has to call it in themselves".

We have procedures in place for this sort of thing. I can pull up BSM's information in our system and ask them to confirm one or two bits of it before proceeding.

[Andara Bledin]

My bosses make me call for them, sometimes.

They give me all of their private data so they don't have to spend the time.

There's very little they don't trust me with, and that's mostly to protect me more than to protect themselves.

^-.-^