Guh.
I've mentioned once or twice that the close-support teams for the client are idiots. The close-supports are meant to handle any calls that require someone to be physically at the terminal to assist with, among other things. And they apparently hate us here at the IT service desk, because we send them... you know, actual work.
But until now I'd never gotten this kind of call.
So this guy-- whom I'll dub Helpless Support (HS) -- called me up about a ticket that had been put in for another user. The user couldn't get into a website because Active X wasn't installed or some such. This is a problem that the ITSD can't resolve. So we sent it to close-support. Which is when HS got it.
HS called us (and got me) to ask how he should proceed.
I, more or less, told him, "We don't have the tools or procedures for this kind of problem. That's why we sent it to you." (emphasis added)
He kept me on the line for a couple more minutes, trying (and failing) to get any kind of clue from me, and I kept sticking to my answer ("No idea, that's your job") in polite tones before he finally hung up.
...I want to work where these guys work. Doing as little as possible, then bitch out the tier-zero guys that make me look stupid.
I've mentioned once or twice that the close-support teams for the client are idiots. The close-supports are meant to handle any calls that require someone to be physically at the terminal to assist with, among other things. And they apparently hate us here at the IT service desk, because we send them... you know, actual work.
But until now I'd never gotten this kind of call.
So this guy-- whom I'll dub Helpless Support (HS) -- called me up about a ticket that had been put in for another user. The user couldn't get into a website because Active X wasn't installed or some such. This is a problem that the ITSD can't resolve. So we sent it to close-support. Which is when HS got it.
HS called us (and got me) to ask how he should proceed.
I, more or less, told him, "We don't have the tools or procedures for this kind of problem. That's why we sent it to you." (emphasis added)
He kept me on the line for a couple more minutes, trying (and failing) to get any kind of clue from me, and I kept sticking to my answer ("No idea, that's your job") in polite tones before he finally hung up.
...I want to work where these guys work. Doing as little as possible, then bitch out the tier-zero guys that make me look stupid.
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