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Actual call I got: <application> is down! Alright, what happens when you try to login? I don't know, one of my guys said it was down! *checks the server, sends IM to other techs if they recognise it. No one does.* It looks fine from here, any error message? I don't know, he just said it was down and to call you! Is everyone experiencing this issue, or just him? Don't know. What does that have to do with anything? As far as I can see there aren't any issues on our end. You are the only one to have called about this today. Does he get the password prompt at all? I really don't know. Would it be OK for him to call us then? We need to be able to test things. FINE! *slams down the phone*We didn't get any other calls about that application all day.
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Jul 1, 2011 22:36
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Kuros posted:Duh, don't you know that you are supposed to have the MAGICAL FIXEY BUTTON THAT FIXES ANYTHING COMPUTER RELATED?!? I've actually used that to avoid finishing a call with a user who is still upset.  I'm sorry, I cant solve this issue over the phone. A specialist will have to contact you. *sigh* Are you sure. Why cant you fix it? He has a bigger FIX IT button. Mine doesn't work on this, I've tried 10 times already! He will contact you as soon as possible. Haha! Ok, I'll be waiting for his call!It cheesy, but it works.
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Jul 2, 2011 23:15
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blackmanjew posted:My customers immediate reaction if I ever said to them would either be "Well could I just go buy a button at best buy or something?", or, "gently caress YOU I WANT TO NAIL YOU TO A CROSS AND BURN IT TO THE GROUND*" See, at that point I'd terminate the call and take it up with my manager. I've had users getting irate with me before, but nothing that bad. I dont actually support the general public though, I'm internal support for a major corporation. I imagine things would be different otherwise.  Our managers back us up on these things however, it's not worth it to them to have us burn out. Takes 6 months to learn this job apparently, and having people quit on them would mean they'd have to set off even more time for training.
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Jul 3, 2011 01:35
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I'm so glad we've changed email systems and have a 5Gb limit rather then 100Mb. Most of our users (99%) are now able to do away with PST files. I cant recall how many calls which are "I completely ignored your instructions both in the management of PST files and where to save them! This is your fault FIX IT FIX IT FIX IT NOOOOW!" And it takes bloody ages, and they are never happy with the result.
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Jul 3, 2011 01:50
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Received a call from a genius: My computer can't boot! Ok, what is the error? I was having memory issues in <application> so I edited my boot.ini file! I'll send a tech...No user's should have local admin ever.
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Jul 13, 2011 14:04
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Al right, I'm going to reset your password. Your new password is "password" in lower case letters. You will have to change it when you log in for the first time. Ok? Sure! Thanks! *click* 2 minutes... IT here, what's the problem? The password doesnt work? What does it say? It says expired! Yes.. you have to change it when you log in. Oh! I didnt know that! Why didnt you say so?I've probably had 5 calls like this today. What the hell, they are usually good with this sort of thing.
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Jul 19, 2011 16:22
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Salt Fish posted:Yup, your password is blank. Wait, it didn't work? Oh, no, I mean your password is null. No, I know that didn't work its not literally null its blank. No, I mean leave the field empty and hit enter. User not found? No, LISTEN TO ME.... Bonus: It's an old terminal system (older then my father) and it doesnt type out the password when you enter it. MY PASSWORD ISN'T TYPING THERE IS SOMETHING WRONG  PRODUCTION CRITICAL
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Jul 19, 2011 18:35
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EvilMuppet posted:What's the general opinion of HPSM, I havn't used it before this new job and can't stand it. Using it here. When it doesnt crash it freezes, when it doesnt freeze it locks fields, and when it doesnt lock fields it cannot find whatever it is looking for. Ours have a nasty habit of sending 2-3 notification mails instead of one, which knocks the ticket out of suspension, not to mention the times it just stops working and you have to restart it. No, I'm not a big fan.
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Jul 20, 2011 05:37
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No certs yet, but then again this is my first IT job and I've only been at it for a year. I'm also a consultant, which does not help matters.
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Jul 22, 2011 15:40
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We had a fire once when I was one of the unlucky ones to still be on the phones: I cant access the internet! We know, there is a fire in one of the server halls. We are working on it. but I NEED to access my email! I cant do a lot more sir, we are working as fast as we can. When can you get a tech out?! The fire department is on the way. We cant send in a tech until they have made sure it's clear. Why not?
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Jul 24, 2011 11:32
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Each horizontal line is 1% right? Because 2% seems about right.
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Jul 29, 2011 22:36
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No tickets came in. Been working on our production support rather then office support the last few weeks, and I'm loving it. I get to handle, and have time to solve, genuine issues. No more "outlook cant talk to exchange", no more "my computer is slow". Real stuff, on some very specialised equipment. This Saturday, while enjoying extra pay because it is a Saturday, I took a grand total of 0 calls. I spent the shift playing games and watching movies. Not a bad way to earn $25+ per hour. I've been working in IT for about one year, no education, so I consider it pretty good. And if we are on the vacation derail, 25 days per year, first sick day is unpaid and the rest is 80% for the next 2 weeks.
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Aug 3, 2011 00:47
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Both me and my employer are obliged to give notice. Want to get rid of me today? Fine, but you still have to pay me for another month. Works well. I'll have a month to find another job and can still pay my bills. If I want to quit they can plan ahead and get a replacement in that month.
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Aug 3, 2011 17:55
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I have heard of users who do not believe in time zones. Not quite sure if they aren't aware that the earth is round or not.
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Sep 5, 2011 09:53
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Actual call (translated): I cant get into my computer! Al right, what does it say? I don't know! Can you read the error message to me? It's in foreign! (note: English) I see. Can you spell it to me? No. I live in a country with a 99% literacy rate and free education. How the hell? Edit: Just checked. It was made law here that all children have to learn to read in 1686.
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Sep 5, 2011 10:06
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Crowley posted:The correct response is "I'm afraid I can't help you with that problem then. Can I help you with anything else?" BUT THIS IS AFFECTING PRODUCTION!!!!! I sent a tech out. I suspected that the password was wrong, but if I cannot make sure then it's better to play it safe.
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Sep 5, 2011 11:06
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Crowley posted:"If it's affecting production you will have to work with me. What does the error say?" He was most likely not able to read English and scared of computers. We have people who have immigrated from other countries or haven't been able to get any education for various reasons. Being stubborn and trying to force them would only result in them not wanting to call us again. Only about 1/3 to 1/4th of my users are located in the same country as I, so the level of English is very varied. It is better to send out a tech who can show him what he needs to do, then trying to pry info from him over the phone. One results in a happy user, the other results in both me and the user becoming resentful. Edit: Content: A ticket didn't move. I sent it to our phone guys and asked them to investigate a connectivity issue. That was on the 9th of September. On Friday I'll hold a birthday party for that ticket.
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Sep 5, 2011 11:53
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Jaymz posted:I've yet to see a downside to this. We are outsourced IT. Intentionally pissing off the customer in order to get less work isn't a sound business strategy. That and I'm still green enough to want to help people.
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Sep 5, 2011 12:32
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My favourite calls consists of one sentence from each of us and are over in about 15 seconds. I'm sure as hell aren't waiting 2 mins if I can get them off the phone in 15 sec.
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Sep 6, 2011 06:32
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Nice, any special reason or did they just feel like paying you more?
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Oct 11, 2011 02:04
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I changed tasks within the same company (production support instead of office support) and before I went in to renegotiate my pay I checked with my union and they pulled out some average salaries for different job titles and ages. Ended up with a 25% raise to get up to average pay for the new job. Considering that I'm a contractor, and the company who hired me is doing outsourced IT support, I'm kinda surprised. I'm working shifts now as well, and with the extra pay from weekends and nights the actual increase is about 50-60%. Not counting overtime pay, which is insane.
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Oct 11, 2011 17:32
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Is there anyone here who actually like their managers except me? I'm a contractor but I have a fairly good relationship with all my managers, both the ones at my customer and the internal one from the company that pays me.
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Oct 26, 2011 23:20
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Tickets are coming in; My coworker called in sick so I'm manning the phones alone. I should still be in training. I'm a highschool graduate without any certs. I'm the only guy on the phones in a global company, including production support. About 60000 users total, about 5000 currently building stuff. If the production stops, it costs 4 months of my salary per minute. Everything is under control and I browse SA.
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Oct 27, 2011 00:13
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Moey posted:Not bashing you, but how is a company that in operation? Good documentation and hiring people who can follow written instructions. Edit: to clarify, It's not my job to fix things. I make sure the correct person gets contacted, assign tickets, drag information out of people, call managers/oncall guys etc. Doing it alone isn't much of an issue: I've had 7 calls in 8 hours so far. I've also been with this customer for over a year and was recently transferred to this position, so while I should be in training I have a fairly good grasp of everything. I also have people with 10+ years here within walking distance if needed.
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Oct 27, 2011 00:53
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I am the only person in my country, and techs from other countries call me about specific issues. If anything goes down then I should be in the loop about it. Right now there's about 5000 people activley working on my site, I'd say maybe a couple thousand more in other cities who calls me, and only me, if they need a new password or if outlook stops working. I dont mind the pressure and I certainly don't mind the pay that comes with the responsibility. I'm 21, no certs, highschool graduate with no previous experience save for one year doing first line support for this company. $29 an hour right now, since it's early morning and I make extra then. Averaged out I worked for $26 an hour last month, that's working all kinds of shifts (day/evening/morning/weekends pay differently due to union rules). Granted, I do pay high taxes on it (  ) but I still make plenty of cash.
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Oct 27, 2011 02:05
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rolleyes posted:Not going to turn this into D&D, but here you go: Total taxes paid by me: 29.2% Total taxes paid including additional costs for my employer:38.7% Union fees: $23/month My union assisted me in the salary negotiations when I got the new tasks, ended up with about 25% increased salary. The main point was that I should have the same salary as the others doing this job, and my employer have a very hard time disagreeing with that. Edit: Last month I took home $3550. After taxes.
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Oct 27, 2011 18:56
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Sweden has 25% VAT on pretty much everything not being food or classified as "culture". It might end up being the same amount of cash, but I have universal healthcare, I get paid if I study etc. I also cant get fired because my boss doesn't like my hair. I'm perfectly happy here. More then once I've asked myself why you Americans put up with your jobs.
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Oct 27, 2011 21:02
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Sirveaux posted:You need to get a raise. I make more money driving a bus. Well gently caress, something to raise next time raises come around. Half my issue regarding pay is that I'm still young, 21, and a contractor while most of my colleagues are employees. Every dime I cost needs to have 2 people approving it, and both of those try to find reasons to keep costs down. I have a new manager here as well, so I'll have to play the waiting game and see if he'd rather bring me in as an employee. If he does then I'll negotiate another couple of thousands. If not I'll start get some certs under my belt and learn everything there is about all the systems around me. That should leave me in a good position for next year's raises. Might be able to make them pay for a cert as well.
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Oct 28, 2011 14:32
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I'd download the drivers for his job, and build my own pod. Just saying.
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Nov 4, 2011 23:30
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My guess is they downloaded IE9 and it broke some legacy poo poo.
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Nov 28, 2011 18:01
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I'd never move to Stockholm, no matter what the job! Gothenburg here
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Dec 27, 2011 04:20
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I couldn't care less if others are playing games during working hours, not my job to enforce and I'd rather not take the fight. Installing it for them is another matter. PS. We play flash games at work when we have little to do and no one cares one bit. DS.
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Jan 18, 2012 22:44
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MF_James posted:*EDIT* Also, calling the helpdesk must be extremely strenuous, considering every person I talk to is essentially mouth breathing as hard as possible into the phone. A lot of people seem to be scared of talking on the phone, especially when they do not know who will answer (as in when calling the helpdesk). That's acceptable in users, but a bit worse when it's someone who's applied for a job doing techsupport over the phone.
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May 26, 2012 18:17
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I'm really fired up, really motivated to work, ready to tackle any and all challenges thrown at me. I don't have anything to do. My manager told me to sit down and waste time on the internet until something happens. Every single helpdesk mailbox is cleared. We dont have one single mail waiting for action (and we can have hundreds on some days). Every queue is pruned, except the ones where I need to contact a user since I can't do that right now. With my luck I wont be this motivated until the next time we have nothing to do.
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Jun 23, 2012 08:51
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Johnny Aztec posted:Time to start cleaning out that old Supply closet , full of Windows 3.11 I'm outsourced helpdesk. Even if there are floppies around here I cant throw them away. Anyhow, preparing for CCNA isn't a bad way to spend a workday. gently caress subnets.
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Jun 24, 2012 05:15
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American Onsite tech: 1) I expect you to be able to move a file from computer A to computer B. 2) I expect you to know what "Insufficient quota" means. 3) I expect you to know where we keep the .PST files on laptops. 4) I expect you to be able to find said .PST files if outlook saves them in the default directory. 5) I expect you to be able to find a user profile on the C:\ drive. 6) I expect you to be able to map a .PST file in Outlook 2010. 7) I expect you to be able to do all this, without calling the support line.
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Aug 24, 2012 05:35
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Daylen Drazzi posted:In 2 weeks time I start my new job providing Tier 2 tech support over the phone (I don't think it's Tier 2, but who the gently caress cares since it's resulting in a 40% pay increase). Anyways, I have always been a hands-on type of person, and trying to troubleshoot over the phone has been a big weakness for me, as I can never seem to ask the right question in such a way to get a good idea of what the problem is. If I have the system in front of me I can find the solution in short order, but that's not going to be possible in this position. "Exactly what are you seeing in front of you right now?" "Can you read the message to me please?" "When was the last time this was working?" Make them stop guessing what the issue is. Often they think they have an idea of what is causing it, and sometimes they are completley wrong. They are calling to you for assistance; take control of the call and make them provide you with info, anything you think might be useful. The top phrase is my staple phrase when what the user is telling me does not add up. The error message part is because they will often assume that an error is saying one thing when it is in fact something completley different. The last one is to check if an access has been applied. I know that it takes a few days for accesses to be applied, the user does not. If he applied for lotus notes access today, then no, it is not going to work yet. If nothing else, it gives me an idea of where to start looking. If I get an answer like "oh, around 2007-2008" then I know to ask the user to reapply for access. If the answer was "last week", then I can start searching for what changed last week. Did another data centre catch fire?
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Aug 26, 2012 22:10
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I recall posting in one of the threads how I worked a shitload of overtime, today a paystub came in: 4600 euro after taxes I'm going to buy a nice bottle of something strong, give it to my father. Then I'll buy a nice bottle or two of something red, and give it to my mother. Then, I will drink until I have forgotten my name.
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Sep 22, 2012 20:03
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Congratulations, you are the reason people look down on the helpdesk "for never solving anything and just passing it on". The best calls are when it is something important and you fix it quickly. The user is happy, and they will remember it just because it was so important.
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Nov 11, 2012 06:21
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psydude posted:I've only been at my new job for a week, but I really love getting emails from helpdesk/desktop asking me to investigate a connectivity issue for a user when they haven't even tried swapping out the loving cable. Because that's clearly what I want to be doing with my time, rather than working on legitimate issues. I'm not expecting anyone to be a psychic, but if I get a mail asking me to check why a user cant access the network then I'll reply and ask if they have checked the cable/are connected to the wireless. There are people who escalate *everything* and that causes issues as well. I'm not expecting any technical knowledge from a user, but I do expect a helpdesk worker to check the internal KB and follow the instructions. If you cant do that, then you are not fit to work in IT.
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Nov 11, 2012 08:44
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