Hlpdsk MGR said they aren't to dropdetails in Ticket Summary like "Device - problem"

[the86d]

It was stated that that is for the Details field...

So we can have like 12 ticket with the summary of "Printer" or "Not printing"...
OMFG, USELESS PIECES O'SHnikes!!!

Holy half-arse admitted, Batman!!!

[Marauder2003]

[Robotron2k84]

It was stated that that is for the Details field...

So we can have like 12 ticket with the summary of "Printer" or "Not printing"...
OMFG, USELESS PIECES O'SHnikes!!!

Holy half-arse admitted, Batman!!!

[the86d]

Maybe... x2...

[ibanezfoo]

It was stated that that is for the Details field...

So we can have like 12 ticket with the summary of "Printer" or "Not printing"...
OMFG, USELESS PIECES O'SHnikes!!!

Holy half-arse admitted, Batman!!!

What?

Our helpdesk guys have to fill out all that crap. Actually the users are supposed to fill it out themselves but if they don't they are supposed to call and figure it out. Thats why we pay them.

[MrFancyPants]

Have you turned it off and back on again?

[the86d]

I am updating my Resume...
I am sick of stupid crap in Corp.America.

Best practices are hashing my buzz, and efficiency.
3-4 other people (including 2 in Mexico) are looking for something better too due to "best practices" pissing in their corn flakes,
so it ain't just me (I can say ain't, as I live in TX now)...

When enough of the best and brightest leave, and they have to fill the spot with 4 people to replace them, EACH (@ the added cost), they still won't care, or notice...

[Epaphroditus]

Engrish?

[ibanezfoo]

I am updating my Resume...
I am sick of stupid crap in Corp.America.

Best practices are hashing my buzz, and efficiency.
3-4 other people (including 2 in Mexico) are looking for something better too due to "best practices" pissing in their corn flakes,
so it ain't just me (I can say ain't, as I live in TX now)...

When enough of the best and brightest leave, and they have to fill the spot with 4 people to replace them, EACH (@ the added cost), they still won't care, or notice...

[the86d]

Are you working a help desk job? I wouldn’t blame you for wanting to quit.

Nope, I work on what is commonly known as hardware, or hardware support, but not anymore. EUC (End user computing) is the phrase commonly thrown around, but I am really still hardware (printers, computers, barcode scanners, software, windows, and attached devices to these things) support and user support (along with print sever, and server-side DHCP troubleshooting/support).

I am really an all-in-one, AKA: everybody's biotch...

We take tickets from the HelplessDesk, and resolve them, as most of the HelplessDesk doesn't even know if the problem is the computer, printer, back-end WMS system, or the barcode scanner half the time.
The HelplessDesk qualifications seem to be "can barely use a keyboard, half-assidly"...

I always get calls saying, "Hey you were able to help me with an issue last time, and the Help(less)Desk didn't help at all, then you called, and we can't do our warehouse/office jobs right now... can you assist?"
Or after the fact: "Can I keep your number and call you directly, as it takes too much time with the Helpdesk to get crap fixed, and they don't relay the correct info anyways?"

Really, my background is as a tech, with SysAadmin XPs, I guess... Supported ~1800 Windows/AIX/DGUX users running Linux (PearOS) natively on my box for over a year.
Printers/Barcode Scanners/User PC hardware/software, Windows/Linux/VPN support, etc.

I REALLY NEED a flipping vacation to just drink beer and go to the range on...

[ibanezfoo]

Nope, I work on what is commonly known as hardware, or hardware support, but not anymore. EUC (End user computing) is the phrase commonly thrown around, but I am really still hardware (printers, computers, barcode scanners, software, windows, and attached devices to these things) support and user support (along with print sever, and server-side DHCP troubleshooting/support).

I am really an all-in-one, AKA: everybody's biotch...

We take tickets from the HelplessDesk, and resolve them, as most of the HelplessDesk doesn't even know if the problem is the computer, printer, back-end WMS system, or the barcode scanner half the time.
The HelplessDesk qualifications seem to be "can barely use a keyboard, half-assidly"...

I always get calls saying, "Hey you were able to help me with an issue last time, and the Help(less)Desk didn't help at all, then you called, and we can't do our warehouse/office jobs right now... can you assist?"
Or after the fact: "Can I keep your number and call you directly, as it takes too much time with the Helpdesk to get crap fixed, and they don't relay the correct info anyways?"

Really, my background is as a tech, with SysAadmin XPs, I guess... Supported ~1800 Windows/AIX/DGUX users running Linux (PearOS) natively on my box for over a year.
Printers/Barcode Scanners/User PC hardware/software, Windows/Linux/VPN support, etc.

I REALLY NEED a flipping vacation to just drink beer and go to the range on...

Well if you lived closed I could give your resume to our guys. But you'd have to tolerate working with a bunch of rednecks and lots of foul language. Our help desk guys are more equivalent to level 2 most other places, doing all the same stuff you said.

[MrFancyPants]

I always get calls saying, "Hey you were able to help me with an issue last time, and the Help(less)Desk didn't help at all, then you called, and we can't do our warehouse/office jobs right now... can you assist?"
Or after the fact: "Can I keep your number and call you directly, as it takes too much time with the Helpdesk to get crap fixed, and they don't relay the correct info anyways?"

You should never accommodate people to do this. You should always direct them to help desk first. Circumventing the process to mask the real issue, if there is an issue with the efficiency of help desk, will only ensure the issue never gets fixed. Plus it makes it hard for you to prioritize, since end users pretty much always think their issue is "high priority." Corporate needs to know if help desk isn't up to the task they were hired for, so they can hopefully take action to fix the issue.

I've fortunately never had to work in a help desk role, went straight from being a field tech for a year to a sys amin and engineering role, but I have been escalated support for help desk when they are unable to resolve an issue, or the issue is out of their purview, so I can relate to how they operate, and I know there are often times help desk isn't provided the appropriate training opportunities to field the basic issues they should be able to handle. If those basic issues end up being resolved by a sys admin or engineer, the process is broken.

Do what you can to get out of user support. Life in IT is so much better when you only have to deal with systems and infrastructure. Good luck.