What's that saying about a lack of planning on your part not constituting an emergency on my part???

[no-smorking.livejournal.com]

So, at my company I create the network accounts and mailboxes, among other things. Right now I just got handed a major project that needs documentation prior to implementation (it's already in pilot) and the holdup for implementation is.... documentation. No pressure!

I also coordinate user moves and setups. Last night right before I walked out the door I got handed eight moves that they want done all on the same day (with two people on my team besides me, that's not happening, since we're also responsible for floor IT support for about 500 users). Of course two of these users have networked, restricted printers that will have to be moved - so that'll involve our network engineering group, who has no SLA, thus I can pretty much guarantee these users that while their printers will be there, they won't be able to print to them for another two-three weeks.

In the middle of all this - our public call center (we're a non-profit in the healthcare industry) submits an !!!!urgent!!!! request for new user accounts. Ten of them. They all started Monday. My normal turnaround time for new accounts is two three days, which is stated just about everywhere - but they need these ASAP. They've also carbon copied me on the request to the Help Desk, so not only can I not pretend I haven't seen it in order to catch up on everything else, but since the Help Desk sees I've been copied, I won't ever get a ticket for it - they may as well not have sent it to the Help Desk at all.

While I'm chewing out my friend and co-worker who is physically at the call center for not giving me a heads up that they had a new training class, I get an automated PeopleSoft notification. From the call center. They've hired four new permanent employees - in addition to the ten temps, and I checked - these new hires are NOT on the request they turned in. Needless to say - I know nothing about these users, either, and since I've got PeopleSoft notices, they are already physically here filling out their paperwork.

Comments

[verbranden.livejournal.com]

Sorry, this is just about your icon...

SOM fan? :)

[projectgator.livejournal.com]

That sounds pretty much par for the course. I get people complaining everyday because they dont have all the emails that the former person had. Hell fscknugget it was your managers responsability to make sure you have all your required materials. IT Giveth and IT Taketh that mailbox

Process is for pussies...

[major-error.livejournal.com]

Everyone you support must believe themselves so important that normal business process doesn't apply to them...

At least you've got processes to be ignored.
95% of the time, I find out about new users & moves the day they need to be done. There've been quite a few instances of being introduced to a new hire and getting a system request in the same breath. Of course, I'd get short with them while hiding behind the fake Customer Service Smile™. It's the sole reason that I spent a month putting together images for the systems I had to support.
Thankfully things have improved now that the people doing the hiring discovered that notifying HR at out parent company is a good thing (especially since new accounts are handled from there...)

[network-nerd.livejournal.com]

I work at a college, and so practically all of our major infrastructure work has to take place between the end of Summer session and the start of Fall. I keep telling my boss that people who drop major move requests on us in late July need to be told "You're first in the queue for NEXT August."

[jwgh]

I remember that at the last job I was one of the people who set up new accounts, and we had a form that was supposed to be submitted with all the information we needed to set things up correctly. We actually managed to train people to use the forms, too.

Then we got a new boss (promoted from inside the department) and he hired some temps sent me an email asking me to set up accounts for them. I sent a note book explaining that the procedure was to fill out the form, etc. He responded saying, 'No, this is how it works: I tell you to set the accounts up, and you do it.'

[the-s-guy.livejournal.com]

"Uh-huh. Let me know how that works out for you."

[klytus.livejournal.com]

Times like this, go to your boss and say, "There is no way in *Hell* I can do all of this work, all by myself, right-f*cking-now. So, go through this pile, you tell me what my priorities are, and I will handle the laod in that order." This way, when people holler at you about "WHy isn;t this done yet?!" you can just say, "Talk to my supervisor." And if your supervisor doesn't have the stones to do this for you, you say, "Fine. I am going to make an executive decision and handle these in my own way, then. Just bear in mind that when people yell at me for not having the work done, I'm *still* going to tell them to talk to you about it, because unless you can clone me, there ain't no way I can do all of this at once, and some it will simply HAVE to wait."