I Don't Know. - Please Hold My Hand.

[trinnyg]

Background - Multiple Applications some connect directly some connect through application plug-ins to Microsoft Office Products.

SC : Clueless
Me: Help Desk.

SC : I want to report a login problem for <application>
HD: Does it say your user name and password are incorrect

SC: No it doesn't. It gives an error. I don't know what error.
HD: Is anyone else in your area having any problems logging in.

SC: I don't know.
HD: Can you ask them. Is anyone else having problems logging in.

SC: I don't Know
HD: I want you to ask your co-workers if anyone else is having problems logging in. (sorry I had to hold your hand)

SC: (leaves comes back) No one has tried to load the program. I know what my user name and password is.
HD: Okay I will send a ticket to have your user name and password reset.

The scary thing is that we have about 50 different applications they all plug-in to each other. Multiple Servers All the users know is the application name barely know what to answer when we ask for their user names and passwords.

Their Answer is. You are the helpdesk don't you know.

[Bliss]

Adobe what? Adobe WHAT?

[Geek King]

User: I got an error on the program. What should I do?

Me: What does the error say?

User: I don't know, I already clicked OK. What does it mean?

Me: Um, call me back when it happens again. Make sure you leave the window open next time.

User: Ok! <hangup>

LOOP REPEAT LINE 001