Get this tech a job in management!

[redqueenmeg.livejournal.com]

I work Tier I at a helpdesk.  A friend of mine is Tier II Microsoft application support, so Tier I techs who cannot solve a particular problem with Office programs can write a ticket to her and she can contact the customer back, if necessary.  With me so far?  This is an IM conversation.

OK:  Me = me, T2 = her

T2:  paragraph marks wouldn't go away for this client
T2:  so the analyst uninstalled and reinstalled office
T2:  same problem
Me:  *snort*
T2:  so sent it [the ticket] to desktop support, who upgraded to 2003
T2:  same problem
T2:  assigned it to me, had client UNCHECK THAT OPTION
T2:  seems to be working now

Me:  ROFL
Me:  hey I should work tier II
Me:  i know how to uncheck!
Me:  ;)
T2:  I know!
Me:  hah
T2:  his reasoning was it worked different than his machine, so it must need to be reinstalled
T2:  took 1 hour and 45 minutes
T2:  GEEZ
Me:  I hope the client was clueless and didn't know how much extra needless work he/she had been put through
T2:  I introduced myself to him [the tech] in a email, ALMOST politely
Me:  hee
T2:  that analyst emailed me and told me I seemed very knowledgeable
T2:  isn't that cute
Me:  OMFG WHO IS IT
T2:  wants my advice on getting his MOUS in word. 
T2:  [name of tech]
Me:  ugh, [name of other city in which some of our helpdesk is]
Me:  uneducable
T2:  he says he knows more about excel than word
Me:  advice: skip the MOUS
Me:  it ain't gonna happen
T2:  an idiot and a kiss-ass.  how horrible
Me:  *delete*
T2:  he'll probably have a new job really quick
T2:  put him in management
Me:  Probably
Me:  yeah really
Me:  He probably got hired for that job in Jen's dept I just got rejected for
T2:  ROFL
T2:  Thanks for the feedback T2.  You sound very knowledgeable. I'm more skilled in Excel myself than Word and had never encountered this particular scenario before. By the way, do you have MOUS certification in Word?  I ask because I'm interested in pursuing that to develop my troubleshooting and thought you might have more info about it.  Thanks.

What a maroon.  T2 also told me that [name of other city] techs are not troubleshooting any Office issues anymore.  They apparently refer the customer to the help files and end the call.  Yes, we are quickly migrating to a hose-and-close environment.  And these people are ostensibly my peers. 

Comments

[jecook]

What's MOUS?

Oh, never mind. (Microsoft Office User Specialist)

That's like the humorous version of the MCSE, right? (Minesweeper Champ / Solitare Expert)

[redqueenmeg.livejournal.com]

Yeah, so, it's a Microsoft cert, but I know for a fact you need to know that you do not reinstall Office and then UPGRADE Office to get rid of paragraph marks! ;)

[jecook]

Yeah. Tools, Options, and remove the "Formatting marks | All" checkbox from the General or View tab, IIRC.. ::rolls eyes::

and the customer probably paid the full rtail price for the upgrade, too.

[redqueenmeg.livejournal.com]

Well, maybe obliquely. We're internal tech support, so the company paid for it in some way. Oh well. It'll do that customer's brains good to have a new version to work with and learn. Everyone needs a little stretch. And, because T2 had the customer uncheck the option himself, the customer was able to see that by LOOKING IN THE OPTIONS, you can, uh, FIND MANY USEFUL OPTIONS.

[matgb]

Even I know how to do that trick, it's basic. Oh, wait, I have a brain. Why do I work in an office again? *relurks*

[redqueenmeg.livejournal.com]

We are the few, the proud, the ones who slipped through the cracks.

[matgb]

Probably. I reckon it was 'taking the first job offered because not being employed is crap' myself. BTW, love the icon, very cool.

I need to find a Cat icon somewhere.

[redqueenmeg.livejournal.com]

Heh, just make one. I made this one in MS Paint! And it shows!

Yeah, I did that taking the first job thing too. *sigh* That is why I am still employed at the equivalent level of drive-through restaurant.

[jjjiii]

Or you could just click that button on the toolbar...

[kalidor.livejournal.com]

I know several jobs where MOUS is a requirement for the job ..


they just all happen to be "office manager" and "office assistant" jobs ..

It's right up there with knowing how to make coffee ;)

[redqueenmeg.livejournal.com]

I don't know how to make coffee.

True story.

[kalidor.livejournal.com]

That's fine .. I prefer tea anyway .. hehehe ;)

[redqueenmeg.livejournal.com]

Me too. I hate coffee. At my first job (where I had business cards and the word manager in my title--but I should not have let that fool me), the director ordered me to make coffee and I said I didn't know how.

He said he'd show me and then it would be my responsibility (it was clear he was doing this because I was 22 and female).

I said no, thanks, I don't want to know how to make it.

Why? he asked.

Because I don't like it and the only reason for me to learn how to make it would be to serve people.

He didn't like that very much.

[jahbulon.livejournal.com]

Because I don't like it and the only reason for me to learn how to make it would be to serve people.

I think I'm in love.

[redqueenmeg.livejournal.com]

***HUGS***

[dukesnorre.livejournal.com]

Huh. My neighbour came up to me and asked me the same thing a week or so ago. She was afraid that it'd be that way on all her documents, even the ones she'd sent, that it'd look funny when she printed it, etc. SRSLY. D:

[ihateemo.livejournal.com]

Two words: HELP FILE.

Why does this wonderful invention not get used more? :(

[redqueenmeg.livejournal.com]

Good question. I don't know why the initial customer couldn't use it, and I don't know why [idiot tech] couldn't use it, and I don't know why [local desktop support] couldn't use it, and they had to refer it to a MOUS!

[jjjiii]

The people who know how to use the help file become recognized as "computer experts" by the rest of the office morons and from there get recruited into IT.

[neferde.livejournal.com]

Exactly! That's how I got promoted to computer lab supervisor and I still do it now! "Oh, you want to know how to do this? Let me look here... *accesses help files, reads, does what it says* There, I think it'll work now!" "OMG You're wonderful! Here, have some money!" I tell yah, it's great sometimes!

[geekgrrl-ca.livejournal.com]

Often I wonder if people that call me know how to read.

[redqueenmeg.livejournal.com]

I would vote for "definitely not".