Pity the Poor Helpdesk

[selenite0]

I needed a configuration change for my account on our main database. After a few calls they decided that I wasn't asking for this because I'm too lazy to search on narrow criteria but actually need need to do large pulls like I said. So I got a call telling me that they were emailing the instructions but "it's a long, drawn out process" and feel free to call if I need more help. I felt pretty wary about that--I was expecting "get your manager to fill out form A and then get the Vice President for IT to fill out form B" and such.

Then I get the instructions. Pull file X out of the database. Put in this directory. Doubleclick (it's a .bat). Log off and back on. Done in a couple of minutes.

I shudder to think what kind of users the tech support folks have had to deal with if they're describing that as "long and drawn out."

Comments

[rlseiver.livejournal.com]

Having spent many years in tech support . . .

Four individual steps?!? That have to be performed in the proper order?!? Oh, the horror ;-)

Most typical users can just about manage "Click here".

You've just proven (once again) that you're among the elite.

[bdunbar.livejournal.com]

I shudder to think what kind of users the tech support folks have had to deal with if they're describing that as "long and drawn out."

Oh, I could tell you stories. The lady who insisted she was rebooting her computer and was really turning off/on her monitor. The guy who insisted on deleting files from his NIC directory 'to save space' and who could not understand why his PC would not connect to the network next boot (and he did this at least three times).

'Course for every clueless user there are equally clueless IT guys. And I have been that person.

[kd5mdk.livejournal.com]

Did I not talk about it when I worked corporate?

[tygerr.livejournal.com]

"No, sir, the 'Back' button is on your screen, not your keyboard. You press it by moving the mouse."

[tmc4242.livejournal.com]

I made an honest and in good faith effort to talk my mom thru changing the BIOS settings for boot order so I could attempt to talk her thru an XP setup/repair last night.

After an hour, we decided I needed to come down after FenCon and fix it.

I'd almost rather sell used cars than do help desk work. Almost.

[tmc4242.livejournal.com]

I should note that mom is a commercial rated pilot and vastly experienced seamstress. She very sharp, but the computer has it's bluff in on her somehow.