Sound Familiar?

[dpaul007.livejournal.com]

The software upgrade that was 'masterminded' (ha!) by the sales drones rather than IS has officially been turned over to us as of 8:00 this morning.

Do we know anything about it? Nope.
Do we know how to fix it? Nope.
Do we even know which end is up? Nope.

And the big question is...what kind of training do we get?

Documents with how-to questions and scripts (ugh) to read to the (l)users.

I hate scripts with a purple passion. It makes one into a parroting drone rather than a thinking, breathing human being. If they wanted someone who would do nothing but read scripts, there are a bunch of out-of-work actors out there who'd prefer this to waiting tables.

We can open up the how-to guide that the (l)users have and "work together" on solving the problem.

Balls.

I'm a technician, not a storyteller.

Comments

[pygmymetal.livejournal.com]

Ah! I have a question for you then.

My boss has tasked me with writing a guide for our help desk to support basic users issues with our accounting/hr systems.

What would be the best way to do this, from your perspective?

[dpaul007.livejournal.com]

That depends on the technical expertise of your analysts and users.

There's also the empowerment factor to consider...how much support can your analysts give before having to check with team leads and/or 2nd level?

[pygmymetal.livejournal.com]

We're actually on the help ticket system ourselves, so that if the first line cannot find a matching case, then the ticket is handed over to our team.

I want to write something effective that won't have the help desk cursing my name. :p

[ozdeadmeat.livejournal.com]

Wish i knew how dumb it felt to read a prepared script for helpdesk calls. Im sure it would suck arse.

[the-s-guy.livejournal.com]

New script:

"Yes, your problem was caused by the Sales Staff screwing around with company computers. They won't tell us what they did, or how to undo it. Would you like their phone number so you can tell them exactly how much you appreciate their actions?"

[geekgrrl-ca.livejournal.com]

No, no you don't. Trust me. We're forced to go with the script even when we know a faster and better way. We have to follow the script even when the script breaks things!