Help? I'm drowning

[normal1.livejournal.com]

It has now become obvious to me that I have been in the tech support (call center specifically, not help desk) field for way too f-ing long. I'm tired, no wait wait wait.. I'm sick AND tired of dealing with stupid people and its not even that these customers are stupid, they are lazy motherf[ers]. I get calls daily from morons who REFUSE, I mean like kicking babies refuse, to do ANYTHING on their own.

I for one do not kiss customer's asses, sure they may indeed "pay me" - but my job description did not include "Walk idiots through simple tasks while smilling like a meth addict on E". I am tier 1 support, there is such thing as tier 0, what's that you ask? hmm lesse... GOOGLE, ISP SUPPORT WEBSITE!!!! - What ticks me off is when they notice that I am not being nice about walking them through something my grandma' can do (something like resetting a password through the support website which is only two steps) and then come out with some stupid comment like "whoa, you're not have a good day now are you?" - "gee, and I thought einstein was dead". I'm TECHNICAL SUPPORT not MORON-WHO-DOESNT-KNOW-HOW-/WANT-TO-READ SUPPORT.

Slave for hire --> Inquire within. ¬¬

Strangely enough, I'll do Help Desk with a smile. My interpretation of help desk is the fact that you at least have a "hope" of walking over to the moron thats calling and making them feel stupid *teehee*

Comments

[ravenshrinkery.livejournal.com]

Many of us are in this kind of job only until we can get a help desk. It's basically our version of single A ball. It sucks, the pay is lousy, the customers are rude, ignorant, and cheap. They can't even be bothered to educate themselves on the game or terminology.

Help desk also means the luser has a manager that someone can take a dump on if the luser is particulary abusive/ignorant/obnoxious.

[jahbulon.livejournal.com]

Is Help Desk really just like a better form of Internet Help Desk? Cos I've almost snapped from IHD and am desperately looking for something that won't drive me insane. I wanted to get away from customers - are internal users really better?

[normal1.livejournal.com]

As you know I dont do corporate help desk but from what I know (I know a couple of guys that work it) its a lot better because of what people here have mentioned before, There is accountability for rude people (i.e. they can get repremanded for being asses on the phone) and also you can say "You know what, I'll stop by soon to fix it" and get off the phone.

Thats the reason why I'm searching for something better. :)

[jahbulon.livejournal.com]

I think I'll join you. This company just released a massive new product which has its own tracking system, its own hardware and its own network/infrstructure. They began training for it on the day they released it. Its a fucking joke around here at the moment (SNAFU) and I want out.

[darkblade1.livejournal.com]

God I love you. :D

Man, I can't agree with you more. Like you were saying I think help desk internally would be a heck of a lot better. There is something about Internet Help Desk which just blows your mind. I think I've snapped already, but no one sent me that memo.

"Did you see the memo?"

[druid7.livejournal.com]

Internal is much better.

They generally aren't as incompetent especially since it's pretty much a requirement to be baseline computer savy to work in an office. I say generally because there are still some dinosaurs that are leftover that refuse to learn anything, but most people there will know them and commiserate.

Also if the user habitually calls then they will be "trained."

I've worked in reletively small places so it maybe different in a larger corp.

[residentgeek.livejournal.com]

I work help desk/internal support for a community college. It's 1000x better than IHD. For one, most setups are standardized down to the hardware. And if it's not standardized, you don't have to support it. They're not allowed to cuss you out unless they want to lose their job. If you've got a good supervisor, they'll back you up and keep obnoxious users off your back. And you spend most of your time at the desk instead of on the phone trying to talk people through stuff. If they don't understand how to change their homepage, you can *show them*. I like it so much better this way :o)

[the-s-guy.livejournal.com]

Heh. T-shirt time!

Front of T-shirt: "IT support"

Back of T-shirt: "Not IQ support"

[annamaryse.livejournal.com]

My coworker did tech support for two years where I work and then got promoted to fulltime QA/junior programming assistant and is whisked away to the programmers cave now and very happy - plus he got a fat raise.

[normal1.livejournal.com]

He should be so lucky :(

[sketchydave.livejournal.com]

Internal is definitely much, much better. Many reasons why. For one, almost no one is abusive because you work for the same company. Being abusive = harassment = no job for the abuser. So there is a deterant there, and it generally isn't a problem anyway.

Call time is more or less a non-issue, and my company's IS department has remote logins for every computer, so they just login and fix the problem.

[klytus.livejournal.com]

Add me to the "internal is better" bandwagon. It is especially nice when its a small company. Not only do you have fewer problems, but nobody wnats to get the one-and-only IT guy PO'ed. On the downside, a smaller budget means less flexibility in fixing problems.