Quote:
Originally Posted by soulreapersteve
I'm going to stop asking if they need any help with other stuff. I'll just ask them to put in another ticket.
Supporting users for one company isn't that much of a headache because you'll know the ins and outs of the set up.
I'm supporting users from 60+ different environment. I pray whenever viewing a ticket that documentation is up to date lol  |
Does the helpdesk system you're using have a time tracker so you're not penalized for taking 20 issues on one call that was entered as an account unlock? If so, I wouldn't worry too much about it since the pay is the same no matter what you're doing. If not, I would talk to your boss about what the official practice is for those situations. Either way, I wouldn't brush off someone on the phone and ask them to enter another ticket. In my experience it just leads to a combative relationship between the user base and support, which never ends well.
Quote:
Originally Posted by Tcoat
From the other side if the fence:
Please do not turn into one of these ****head call centre guys that plays the "oh do anther ticket for that" card all the time. What you IT guys laugh at as dumb requests are far from dumb to the people making them. If we could figure everything out on our own you would not be needed. It sometimes takes some guts to call you up and say " I am baffled" and the last thing we need is for some person on the other end to imply we are stupid when we call. If sombody has more than one issue that you can help with why should they do each separately just to make your job easier? Would you want to have to Iredell each course of your dinner from a different person? The people calling have no idea how many places you have to deal with and frankly we don't care anymore than you care how many tables a searcher has to deal with if your lunch takes to long. You got into a service industry and that means serving no matter how much of a pain in the ass it may be.
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While I agree with this to a point, sometimes an asshole is just an asshole. On either side. When I did work (and manage) helpdesk it was pretty frequent that people wouldn't call until they were very frustrated with the technology, and a good part of the job was calming them down to get to the root of what the problem was. Still, there were the very few users who constantly made the same mistakes, never listened to directions on how to not repeat them, and flat out berated whoever was unfortunate enough to take their call. I don't care if you've taken a job in a service industry or not, no one should be treated like that.
In those situations I would take the call personally, document the crap out of everything, and then have a chat with the person's manager. Usually the person would calm down (at least on the phone) afterward. On one or two occasions the person ended up no longer working for the company. To be fair, that's because the person treated everyone like dirt, not just IT.
That said, to avoid the pitfall of becoming disgruntled due to all of that nonsense, I've always remembered the phrase "If you encounter an asshole in the morning, you've encountered an asshole. If you encounter assholes all day, you're the asshole."