Can we kill level 1, please?

[mavikfelna.livejournal.com]

So we got this gem from the helpdesk:

"Cant create file:image.tif right-click the folder you want to create the file in, and then click properties on the shortcut menu to check your permissions for the folder. user is getting this error on her local install. tested through the apps portal file opened just fine."

That's the entirety of the entry.

Heading is e-mail so I can only assume it's a problem with Outlook. They also dropped it in the wrong container and had incomplete demographics for the user.

And it's not even a foreign call center or anything, mostly it's students on campus here that we train in our procedures and reporting methods. I weep for the future.

--Mav

Comments

[ohmyhead.livejournal.com]

So you want to kill people who eff up stuff you trained them on? :D

[mavikfelna.livejournal.com]

I don't do training. Training does that. And while I wouldn't mind seeing training fall into a black hole, I don't want the extra workload.

Besides, the training DOES cover things like creating coherent tickets and filling out all the fields. The level 1 folks just seem to ignore it or forget it once they're on the phones. And they have a knowledge base, on which they are also trained, that covers basic troubleshooting and routing of tickets and other such things. We try very hard to keep this KB up to date but even that doesn't seem to help some of these folks.

One off occurrences and brand brand new folks I'm willing to give some slack, but we get stuff like this all the time and often from folks that have been on the desk for more than a year.

--Mav

[ohmyhead.livejournal.com]

Hey, sorry. Yes, habitually poor performace is not a good thing. I was just reacting to how you worded your post...

"...mostly it's students on campus here that we train in our procedures and reporting methods."

You know, attempted humor? ;)

[mavikfelna.livejournal.com]

Sorry. Humor mode is broken today. I've had a low grade migraine for two days and coming in to that ticket set me off.

Hopefully the rest of the week won't follow along a similar vein and I'll be able to appreciate subtle humor once again.

Peace,
-Mav

[azleaneo.livejournal.com]

What pisses me off is the fix for this is like the first thing you get when you google the error.

The fix is a registry edit, the problem is microsoft.

And your lvl 1 does need to be killed.

[samldanach.livejournal.com]

Apparently, being able to Google for solutions qualifies you as at least level 2 support. At my old company, I worked hard to train people to check out the Symantec site before forwarding on "virus alerts." I think that all I accomplished was no longer being sent the virus alerts (a win in itself, but not quite the goal).

[azleaneo.livejournal.com]

Oh, I know how that is. There was a supervisor that would forward those stupid alerts. I sent it right back to him informing him that the particular one he forwarded was more than a YEAR old. I told him only to forward the alerts if they were less than a month old. Never got another one.