Tickets & Office Space
Mar. 30th, 2009 06:49 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
erunamiryene.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryI'm the IT chick for SEVEN field offices, guys. SEVEN. Here are a few things to remember.
1. Just because the last guy screwed off the last two years, doesn't mean you can take out your frustrations on me. I am NOT. THAT. GUY. However if you expected him to immediately jump through hoops to fix your stuff, I can see why he'd push you to the back of the line.
2. TICKETS. OMG, TICKETS. How the @#%$%#^ do you think they track my work? That's right, smarties, the number of tickets I close. If I've worked my butt off fixing twelve different things for you, but there aren't any closed tickets, to the district office it doesn't look like I did anything. I realize the call center in Alabama sucks, and for that I'm sorry, but PUT IN A TICKET or GTFO.
3 Just because my "base of operations", so to speak, is in your office space does NOT mean that I'm at your beck and call. You can't ask me to stay in the office "just in case that problem happens again". You can't get pissed if I'm at one of the other field offices. I'm not YOUR field tech. I'm the UT/CO field tech. Seriously, I'm not just gonna sit there and hope you have a problem soon when I could be out at other sites fixing their problems.
Short Version: Don't be entitlement whores just cause the IT chick has a laptop on a desk in your office, mmkay?
And put in a freakin' ticket.
1. Just because the last guy screwed off the last two years, doesn't mean you can take out your frustrations on me. I am NOT. THAT. GUY. However if you expected him to immediately jump through hoops to fix your stuff, I can see why he'd push you to the back of the line.
2. TICKETS. OMG, TICKETS. How the @#%$%#^ do you think they track my work? That's right, smarties, the number of tickets I close. If I've worked my butt off fixing twelve different things for you, but there aren't any closed tickets, to the district office it doesn't look like I did anything. I realize the call center in Alabama sucks, and for that I'm sorry, but PUT IN A TICKET or GTFO.
3 Just because my "base of operations", so to speak, is in your office space does NOT mean that I'm at your beck and call. You can't ask me to stay in the office "just in case that problem happens again". You can't get pissed if I'm at one of the other field offices. I'm not YOUR field tech. I'm the UT/CO field tech. Seriously, I'm not just gonna sit there and hope you have a problem soon when I could be out at other sites fixing their problems.
Short Version: Don't be entitlement whores just cause the IT chick has a laptop on a desk in your office, mmkay?
And put in a freakin' ticket.
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no subject
Date: 2009-03-31 01:46 am (UTC)no subject
Date: 2009-03-31 02:28 am (UTC)no subject
Date: 2009-03-31 02:32 am (UTC)It must be my week for meeting people from UT on LJ, when I really thought I was the only one for a long time. XD
Would you like to be friends? :D
no subject
Date: 2009-03-31 02:34 am (UTC)no subject
Date: 2009-03-31 02:36 am (UTC)*adds you*
no subject
Date: 2009-03-31 02:38 am (UTC)no subject
Date: 2009-03-31 05:04 am (UTC)no subject
Date: 2009-03-31 06:58 am (UTC)--Mav
no subject
Date: 2009-03-31 07:23 am (UTC)One of the things I always recommend is knowing not only what limitations policy puts on techs, but precisely which office or person was responsible for that policy. That way, whenever it's questioned, you can trot out the contact details for the policymaker in question.
"Sorry, the only person allowed to authorise repairs without tickets is Phil on extension 9942." (Unsaid: Phil is the CIO.)
Either the policy gets changed or it doesn't. Either way, the person responsible for it gets to experience the pointy end of said responsibility.
no subject
Date: 2009-03-31 11:28 am (UTC)I regularly get "why haven't you come to my office recently?" "Uh, no tickets" "but we have like 20 problems" "Why didn't you submit 20 tickets? That would make me come down." I'm not going to drive 2 hours out of my way just to sit in the office (this one in particular only has a dozen or so people in it)
And I'm forgetful by nature. I can't tell you how many times I get "why isn't this done?!?!" "Did you submit a ticket?" "uh, no" "Well, that's why, I probably forgot"
no subject
Date: 2009-03-31 03:05 pm (UTC)I get this ALL THE TIME. Two of my offices are 5 hours away ... there is no way I'm going to just *drop in*, especially not with the incredibly slow pace at which my contracting company repays travel expenses.
The really sad part is that the guy before me was so hit and miss that they don't think anything of having to wait a month for a ticket to get fixed. I'm just like, "holy crap, I see a ticket that's easily fixed sitting in the queue for two days and I get twitchy, wtf is this guy's problem?" But the trouble ticket system is so slow and unwieldy that it's just ridiculous.
no subject
Date: 2009-03-31 08:42 pm (UTC)My job, my raise, these people's It person to be here 5 days a week depends on tickets.. YET every day 5-8 times a day someone comes up with something and I say "Put in a ticket" only to hear "But it will take your a minute"
no subject
Date: 2009-04-01 02:16 am (UTC)no subject
Date: 2009-04-01 07:24 am (UTC)