Tips from a support tech
May. 5th, 2008 10:06 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
reyvin.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryAdmins, Assistants, Secretaries, etc...if you are calling on behalf of another user, please TELL me? Helps the process go more smoothly if I know exactly who's account I should be troubleshooting. It sure does waste a lot of time if I think it's YOUR account, make a bunch of changes that of course do not fix the other user's problem and half the time F up your account so now I have to fix your account and then go troubleshoot the right account.
Help Desk...if a user is calling on behalf of another user...Fing put it in the ticket please! Pay attention to your caller. If the ticket's not for them, don't put the ticket in their name. I understand that they don't always tell you (hence tip #1) but sometimes they do and you failed to pay attention. One vague mention of it being for someone else doesn't count when everything else in the ticket is in your name. Oh, and "user has problem with BlackBerry" is NOT a valid problem description. Why should we pay you if you're going to create tickets no better than the users? We could nix you and just allow them to open their own vagueass tickets if that's what we wanted. Come on.
Users...if you're not willing to perform simple troubleshooting steps with me then you don't deserve the technology in the first place. Get a notepad and a pencil.
That is all. For now.
Help Desk...if a user is calling on behalf of another user...Fing put it in the ticket please! Pay attention to your caller. If the ticket's not for them, don't put the ticket in their name. I understand that they don't always tell you (hence tip #1) but sometimes they do and you failed to pay attention. One vague mention of it being for someone else doesn't count when everything else in the ticket is in your name. Oh, and "user has problem with BlackBerry" is NOT a valid problem description. Why should we pay you if you're going to create tickets no better than the users? We could nix you and just allow them to open their own vagueass tickets if that's what we wanted. Come on.
Users...if you're not willing to perform simple troubleshooting steps with me then you don't deserve the technology in the first place. Get a notepad and a pencil.
That is all. For now.
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