*headdesk* *facepalm*

[fuego.livejournal.com]

I just had to show my coworker, who's been here for five months now, how to open a ticket based on an email instead of a phone call.

She's been here for five months. In all but the very rare nightmare case that I've seen maybe one or two of in all my time here, it's a 90-second process. This email came from one of our easiest people to deal with. Most people have it to a science within a week.

Why did I just have to do that?

Did I mention she's been here for almost half a freakin' year?

Comments

[falnfenix]

have you not seen my occasional rant about Fail, the temp of doom? kid's been with us almost half a year and can't remember to put all details in a ticket.

[barbituratecat.livejournal.com]

I have co-workers who still don't know how to do basic trouble-shooting on our products. Most of them have been there several years - and these are not new products or techniques.

Some people lack a trouble-shooting gene, I swear.

[fuego.livejournal.com]

Oh, we're not even talking about troubleshooting here. We're talking pasting information in a ticket (our CRM is dumb, but opening a ticket is very simple) and sending an email to say that the ticket is open. She doesn't do tech support at all. (The world would probably burn down if she tried.)

[the-s-guy.livejournal.com]

I had an ex-manager trainee, who we were paying nearly twice the standard helpdesker salary, still be so bad at troubleshooting after a year and a half that it would have cost us less to have him just stand in the corner all day. As it was, we practically had to have someone following him around all day cleaning up his screwups, correcting his misinformation, and actually moving his tickets from clusterfsck to resolved.

[jupiter9.livejournal.com]

What does your supervisor have to say about this person? It sounds like the supervisor is not doing his or her job, because the coworker should have been managed out by now. I strongly recommend talking with the supervisor about it.

Supervisors excuse it in all kinds of ways, from "I shouldn't judge because I'm not perfect" to "it takes so much documentation and we'll just get sued for discrimination anyway" to "there are enough techs that can take up the slack so I don't have to worry about it."

But the fact is, this is not only a drag on your productivity, and a waste of salary, it also damages morale when you as a coworker see someone getting paid to fail over and over.