(no subject)

[deusmetallum.livejournal.com]

I work for the helpdesk for $bigcompany and every once in a while the lusers (as well as myself) use BT MeetMe for conference calls. Today we've had many emails like this:

As per earlier telecon, I can't access BT Meet Me (no phone connection/tone, once number dialled) 020 7365 8336.
On speaking to a colleague, they have experienced the same issue. Please investigate and advise once resolved.

Regards
$luser

Hang on a second. They want us to resolve this? I'm not sure what they're expecting us to do about it, but last time I checked $bigcompany IT support and BT Telephony support weren't one and the same.

What is it about tech support that make lusers think that we can fix everything?

Comments

[mtupyro.livejournal.com]

For two days now we've been getting calls from a professor complaining about the lights being out in a classroom. "Dr. whatever, thank you for reporting it but we're the IT department, we don't handle changing light bulbs. Let me transfer you to building facilities."..."But you people fix everything for me! Just get them fixed ASAP." *click*

[deusmetallum.livejournal.com]

Well if he doesn't want to speak to the right person then it's his fault if it doesn't get done.

[synthclarion.livejournal.com]

...probably the fact that you're first line support, and therefore it's your job to call BT and deal with it.

[deusmetallum.livejournal.com]

Nope. We only support intnernal stuff. We don't have to do anything about stuff that exists externally.

It'd be like me calling up the bbc news if their website went down.

[synthclarion.livejournal.com]

Is BT MeetMe used as it would be by a home landline user, or is it a subcontracted service purchased and paid for by $bigcompany?

[deusmetallum.livejournal.com]

If users set up a MeetMe account for their conferencing it is off their own backs.

[spooforbrains.livejournal.com]

In a lot of companies where I work that wouldn't be unusual at all. I would investigate, contact BT's support desk, report the issue and then report back to the users what I discovered.

[catmmo.livejournal.com]

I've gotten a lot of problem tickets because of power outages... it's great fun trying to explain that I'm not an electrician.

What's worse about this is that our helpdesk actually puts these calls through to me instead of telling the user to call an electrician.

[the-s-guy.livejournal.com]

What is it about tech support that make lusers think that we can fix everything?

i) They cannot fix anything.

ii) We are not them.

iii) Therefore, logically...

[bekscilla.livejournal.com]

I had someone getting upset because the guy who used to work field support at her site, and doesn't anymore, wouldn't go move her 8 PC's and told her to call their facilities manager. How is carting crap around an IT function?

[wherdafux-d-cat.livejournal.com]

Because there are some companies whose policies strictly forbid anyone who is NOT in IT to do ANYTHING with PCs. At one point a replacement mouse was dropped off on my desk with a note that IT would come by later to swap it with the old one. I was specifically forbidden to do it myself because I was not hardware. *eyeroll*

[bekscilla.livejournal.com]

Oh man, what a pain!! At this place, it used to be done cause the guy was too soft on things like that, but now he works in another team, not on a customer site, so he can't.