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techrecovery2007-06-07 02:56 pm
gythiawulfie.livejournal.com) wrote in techrecovery2007-06-07 02:56 pm
I broke in a newbie....
I arrived to work this morning to find out we had no power.
No power, means no network, and in our case no phones.
ETA of power to come back on was 1:00 PM.
They actually had it up by 11:30.
It is my job to notify the network guys if the network is down and out for any reason.
So, since my PDA only transferred over the email addresses and NOT their direct phone lines, and since I could not email because of lack of power, I had to call the general Help Desk.
I got a new person.
Poor thing, I am sure I confused the hell out of her.
She had never heard of us, and she wasn't quite sure how to word the ticket.
(We are a tiny division of a college division of a univeristy with 4 main campuses and 4 remote sites. We are one of them)
I told her how to find us in the drop down.
I told her how to word the ticket and to make sure they knew it was a power outage causing the issue not something else.
I told her how to escalate it so someone else in the general helpdesk didn't try to call to resolve the issue. There was nothing to 'resolve'.
I walked her through everything, EVEN GAVE her the email addresses so she didn't have to look them up.
Took her 20 mintues.
I hope I wasn't too rough.
She sounded a tad flustered. However once email was up, I got my copy and she did everything beautifully.
I was able to close the tickets and thanked her.
Sure enough, when everything came back up, there were 2 messages from networking on the phone.
I thought they had my cell #. Gonna rectify the phone issue now I have my compuerized dialadex available.
No power, means no network, and in our case no phones.
ETA of power to come back on was 1:00 PM.
They actually had it up by 11:30.
It is my job to notify the network guys if the network is down and out for any reason.
So, since my PDA only transferred over the email addresses and NOT their direct phone lines, and since I could not email because of lack of power, I had to call the general Help Desk.
I got a new person.
Poor thing, I am sure I confused the hell out of her.
She had never heard of us, and she wasn't quite sure how to word the ticket.
(We are a tiny division of a college division of a univeristy with 4 main campuses and 4 remote sites. We are one of them)
I told her how to find us in the drop down.
I told her how to word the ticket and to make sure they knew it was a power outage causing the issue not something else.
I told her how to escalate it so someone else in the general helpdesk didn't try to call to resolve the issue. There was nothing to 'resolve'.
I walked her through everything, EVEN GAVE her the email addresses so she didn't have to look them up.
Took her 20 mintues.
I hope I wasn't too rough.
She sounded a tad flustered. However once email was up, I got my copy and she did everything beautifully.
I was able to close the tickets and thanked her.
Sure enough, when everything came back up, there were 2 messages from networking on the phone.
I thought they had my cell #. Gonna rectify the phone issue now I have my compuerized dialadex available.