2nd one for the day

[boredevilperson.livejournal.com]

This lady places a ticket and says she needs access to something. As far as I can tell she already has it.

So I call her and get her voicemail. "Hi I'm looking at your login and you appear to already have access to input vendors using this menu call. I'm not quite sure what you're looking to do. Please give me a call back with further information"

I get a call back about two hours later. She gets voicemail "Hi, give me a call"

I call her back, get voicemail. "Hello again, we appear to be playing phone tag. I'm still not quite sure what you're trying to do. Based on what I'm seeing you already have access to input vendors using this menu call. If you could please call me back with further information so I can help you it would be greatly appreciated."

I HATE it when you ask someone a question in their voicemail then when they call back all they say is "Call me" How hard is it to spend 30 seconds and give a brief description of what you're trying to do?

Just one more month. One more month . . .

Comments

[jacobine.livejournal.com]

I know. Man. People call before we open with things like 'Hi Jacobine! (since it's my voice on the message, and I've been here for four years...) This is so-and-so at such-and-such location. Give me a call!'

Usually they don't leave a phone number, or their last name. Fortunately I recognize the repeat offenders by now. A few people don't get called back because I can't interpret what they're saying. But the message CLEARLY states that we want their name, number and a description of the problem.

I think it's the answering machine thing. People don't listen.

[boredevilperson.livejournal.com]

We did the exact same setup with calls going to voicemail. I ended up taking on PC Tech and Helpdesk duties after our PC Tech left so most of our calls ended up going to voicem mail. (just plain too small of a staff) Despite many (many many many many MANY) e-mails from me, my boss, the CFO whoever we had a bunch of people just leave a voicemail message saying "Hi call me" usually they wouldn't leave details and sometimes they wouldn't even leave their name or location. Was real fun when it wasn't me checking the voicemails.

We finally got the CFO's secretary to redo the helpdesk voicemail. My boss got some worried phone calls at that point "Did he leave? What happened??" And others thought it was my boss that made the voicemail. Maybe we should've had the receptionist do it . . .

Anyway it worked to get them to leave detailed messages for a while. Then it didn't.

What made me laugh though is so many of the offenders would complain that the voicemail message was 30 seconds long with reminders of the type of information we need. "If people would give us all the information we needed we wouldn't feel the need to remind you"

What's really sad is when the big company took us over and their helpdesk went into place I changed the helpdesk voicemail message. It's now 300 seconds of "This number is no longer used please call . . ." ;-) I figure after the first few times people might think "Boy what is taking so long for this message to finish"

I've heard complaints from the Tier 1 helpdesk at the new company about our locations. muahahahahahaha

[japester.livejournal.com]

I've had that too on waaaaaay too many occasions to recall. I am of the opinion that if they do not leave at least a name or number then they are not worth my time or effort.
What is silly is that we have caller ID for all the internal phones and some users get paranoid when I answer 'Good morning , how can I help you today?'
It's not like I am the ghost in their machines. oh wait, with Timbuktu, I am *evil grin*

[fyre.livejournal.com]

my god.
Icon love.

Permission to steal with credit?

[boredevilperson.livejournal.com]

Permission granted but be sure to give credit to the person I stole it from.

All my icons are here I gave credit to the author when possible in the title. http://www.livejournal.com/allpics.bml?user=boringjournal81 :-)

[jacobine.livejournal.com]

Oh yeah. I know this. My job is Helpdesk, but I was a tech for about a year before being bribed with promotion and raise and a promise of security work back to the desk. Now I do helpdesk, back up our security group (which, unfortunately, too many users know so they email me with their access wants) and some tech stuff as well.

We're understaffed, too. Even though the bean counters think we have enough techs. Talk to the poor tech who has six sites spread out over at least a hundred mile stretch of space.

[boredevilperson.livejournal.com]

Lets see . . . We had 28 or so locations spread across the country and the I/T dept was staffed like this:

Me - Helpdesk Rep / PC Tech (50/50 split between working out of home and working from corp office)

My boss - Helpdesk Manager / Programming documentor (Works from home in TX)

Coworker 1 - Traveling tech analyst specialization hardware (Works from home in PA unless traveling)

Coworker 2 - Traveling analyst specialization software (mainly the accounting portion of our system) (Works from home in WI unless traveling)

Coworker 3 - AIX System Administrator / Manager of I/T operations (Works out of IL Corporate office)

Director of I/T (Works out of home in TX)

Programmer 1 - Superhuman (Works out of home in MO)

Programmer 2 - Not Superhuman (Works out of home in VA)

Manager of Programming (Works out of home in TX)

HTML Content Administrator (Works out of home in IL

Manager of Electronic Commerce (EDI) (50/50 split between working from home and working out of corporate office)