(no subject)

[kyidyl.livejournal.com]

Dear First levels-

It would be just frikkin' lovely if you could remember our support boundaries. That would be greeeeeat. Also, it'd be nice if you could close a ticket every once in awhile. I think that 100+ tickets coming into the queue in one day is a leeeeeettle excessive, don't you? I'm fairly sure it's unnecessary to dispatch tickets for thing like, oh, being unable to access resources from one side of the company when you stated *in the ticket's subject line* that they're using the VPN into the network for the _OTHER_ side of the company.

So if you could just be less retarded, that'd be awsome.

Signed,

~A frustrated second level tech

Comments

[afreak2600.livejournal.com]

I agree. The biggest problem that I cannot fathom why nobody understands is how somehow we second-level techs are somehow supposed to know how to fix software that we don't support. I get common tickets that state "subscriber has Internet Explorer crashing on them frequently." Last time I checked, we don't dispatch for that nor do we even offer support beyond telling them to get their computer looked at or have something like Spybot installed.

[kyidyl.livejournal.com]

Here we actually have a case and script for "unss" (unsupported). We support a lot of things, IE included (but not Vista or 7.0, which I've gotten tickets for under the IE designtion not the UNSS one.), and as second level we're allowed to make the call as to whether or not we support them--but ONLY for installs. We don't FIX that crap, it's use at your own risk. However, t1's are less the bright, on the whole, and so we get tickets for it. >.< rar!

[gilmoure.livejournal.com]

First level tech here. I take between 80 and 160 calls a day. I average a 30% closure rate. All the rest I pass on. 'Course, I have 8 desktop support units out there, two linux support units, 5 server units and about 50 application support units to send to. Make for a busy day.

[kyidyl.livejournal.com]

Believe me, I spent plenty of time being a first level tech, which is what is even more frustrating...I never would have dispatched this shit. My resolve % was way above the required 85% average, and when I did dispatch it contained a lot more info then "this shit is broke, yo." So the fact that I know how easy their job is and they STILL can't do it right is what is so frustrating. There's no reason for me to a domain pwd reset. None. But I do them anyway. ;P~~

The sad part is that they, basically, have 3 dept's to dispatch to: Outlook/domain server support, us, and hardware support. The other side of the house is like you tho, lots of other depts.

[jdotmi.livejournal.com]

I totally feel your pain. Daily. Actually, hourly. More like every five to fifteen minutes, now that I think about it...

[the-s-guy.livejournal.com]

I hear ya. I spent parts of my own day growling at L1 techs who try and pass off callers to me with zero troubleshooting, or to get me to do something that has been explicitly noted multiple times to be the L1's job.

"They can't access $systemname? Are they getting an error message? You don't know? And you want me to reset their password, even though that's still your job and you have tools specifically written for you to do that? Yes, I know you have three people waiting in the phone queue. I have 200 self-proclaimed critically-urgent requests in my own queue, and I'm quite happy to send the caller right back to you with your name and direct phone line if this turns out to be a problem you should have solved. Oh, you think you'll take another look? You do that."