(no subject)

[zercool.livejournal.com]

Yes, ma'am, I agree, we need more support reps.

No, ma'am, I do NOT have the authority to hire them, and telling me to do it anyway will not change that.

Comments

[jahbulon.livejournal.com]

"Well you tell your manager then"

"Ok, hang on. Hey Jim, this lady says hire more reps."

"Oh, ok. Hang on. Hey head office, this lady wants us to hire more reps."

"No."

[zercool.livejournal.com]

That would be a fair assessment.

[jacobine.livejournal.com]

This reminds me of recently. We laid off a tech, as upper management thought we were 'overstaffed.' Er, right. With probably 10 techs for at least 1500 users in North America, with two of them at whiny sites where you can't leave and four of them who cover either a big site in a small town or big remote areas. We're overstaffed.

So the site that lost its tech had been calling me for a week griping about not getting its stuff done (as the laid-off tech did jack his last week and screwed over the tech who was taking over.) I had to explain to the user that we'd just had a lay-off and the tech would be getting to him as soon as he could, but we had someone out on vacation and his tech (who had to cover one of the whiny sites too) had two pages of open tickets.

User: You had a lay off?
Me: Yes, they think we're over staffed.
User: ....
Me: I know. We don't decide these things.

[greeklady.livejournal.com]

I always give them some corporate feed back email address and ask them to state the issue there of why they feel we need to hire.

Hey it only took over 2 years to get someone hired!

[billysapphire.livejournal.com]

It's the bean counters....
At the last place I worked at..the dork was on the same floor as us and we would harass him relentlessly. He had no clue of what an ACD queue, ring, etc was. He knew that when he was given the reports (which all us tech support folks know show only a small fraction of the true story) he crunched some numbers (We all thought that he pulled them out of his tight ass with a lot of KY jelly.) and he would give it to management. Management, in their infinite wisdom would see these and make them the gospel.
"We need to keep our time with the customer lower."
"Well, if you would tell Bonequisha to quit trying to talk about her little dicked date from last night and help me with the damn register/server/printer/hub/router then maybe we could keep that time down."

[boredevilperson.livejournal.com]

One of the users from our company made a comment to my boss that the bigger company that swallowed us up didn't seem to have the manpower to support all the locations they had.

Our dept had 12 people in it for 26 locations (around 1500 employees in all) Probably only four ever even went near the helpdesk queue the I/T dept that's taking over has 2100 employees in I/T alone.

I found that comment pretty amusing. :-)