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Thread ID: 54041	2005-02-02 20:57:00	Is this now a standard response for Helpdesks? You must have.....	Chilling_Silence (9)	Press F1

Post ID	Timestamp	Content	User
320893	2005-02-02 22:35:00	That said, if you are reporting Trojan scans etc you should report them to the ISP that the probe originated from, not your own. Thats what I did do. It originated from Ihug. Thats why I sent it to them It was an Ihug ip address, and it turned up as soon as I connected to Ihug. I know u email the isp it came from. I'm not that stupid :eek: I've terminated a few wannabe's trying to hack me.	Speedy Gonzales (78)
320894	2005-02-02 22:39:00	Reminds me when I get customers calling up for parts for their vehicles. You ask them a few details to ensure you can accurately give them a P&A (price and avail).You would think you were asking them to give up there prized body parts. This is with a majority of customers not a minority either. But still there is no excuse for help desks assuming the client is a nOOb either. I managed to get hold of another number once that took me directly to a REAL tech on the Xtra ADSL specialist team, was pure magic. However they have changed the number as the last time I needed to use it about a month back it was re-routed through there nonsense menu system.	vfr (7118)
320895	2005-02-02 23:08:00	Ugh. I hate having to do this, but I'm gonna defend helpdesks. Not all helpdesks are terrible. The one I work on has a first contact fix rate across the board of above 65%, and the other 35% are generally issues we don't have the rights to resolve (e.g. UNIX, database, server config stuff). In my opinion, thats not half bad. I'd be confident in saying from all of my dealings with ISP's (Xtra, Ihug, Paradise) that the majority of the "helpdesk's" are callcentres, log and flog, and the call takers are not even trained to offer the support, merely to log the tickets. I'd be interested in hearing opinions or defence from anyone who works or has worked on an ISP helpdesk.	pixeldust (6619)
320896	2005-02-02 23:11:00	I've terminated a few wannabe's trying to hack me. :rolleyes: :rolleyes: :rolleyes:	ninja (1671)
320897	2005-02-02 23:18:00	I'd be interested in hearing opinions or defence from anyone who works or has worked on an ISP helpdesk. It's a bit painful to hear people knocking the "HelpDesk jockey's". If you've never been there you need to keep in mind a few things: A) They're normally first level of support, not IT Uber stars. B) They are often constrained by their own company's policies on how to respond to calls, which are usually monitored. C) They have limitations in their knowledge, just like everyone else here. D) They usually aspire to better things and a helpdesk job is as good as anything else as a stepping-stone to getting into higher level IT work. If people are so damned clever that they can criticise helpdesk helpers, what the heck are they calling up the helpdesk for anyway?	Greg (193)
320898	2005-02-02 23:22:00	I'd be confident in saying from all of my dealings with ISP's (Xtra, Ihug, Paradise) that the majority of the "helpdesk's" are callcentres, log and flog, and the call takers are not even trained to offer the support, merely to log the tickets. . Then that ain't a helpdesk is it, Thats a complaints desk. Customers are paying for this "service".	Metla (12)
320899	2005-02-02 23:26:00	I dont call helpdesk. Now I know why LOL. In my case I sent an email to abuse about a trojan coming from Ihug. With an Ihug ip address. Helpdesk replied to it, which was a waste of time, what they said was pointless, and something I had already told them I didnt have. And after 4 emails, they still havent answered the question :@@:	Speedy Gonzales (78)
320900	2005-02-02 23:34:00	I'd be confident in saying from all of my dealings with ISP's (Xtra, Ihug, Paradise) that the majority of the "helpdesk's" are callcentres, log and flog, and the call takers are not even trained to offer the support, merely to log the tickets. I'd be interested in hearing opinions or defence from anyone who works or has worked on an ISP helpdesk.It really varies depending on where you are calling. I did over 2 years on an ISP helpdesk and we were fortunate to have no strict policies on what we could and couldn't do. And no flow charts. If I could diagnose a problem, I didn't have to go through the drivel of "reboot and call back" "retype your password call back" "recreate the connection and call back" like other ISP's tended to. I could go for the throat and usually resolve the issue first call. This allowed some of our staff to excel, however it left the less astute to flounder so like anything it cuts both ways. Helpdesk staff tend to get a lot of crap thrown at them by people who don't think. It ain't the person you are talking to's fault that somethings happened, however callers tend to like to make it personal and scream/yell/insult the person answering the phone. They're not to know that the person they're talking to isn't their next door neighbours kid, or a prospective lawyer/doctor/programmer/whatever. Helpdesks tend to be entry level, transitory jobs - people don't make careers out of being helpdesk staff, thats where things like postal shootings come from. Usually it's bridging the gap between University and a career, just like the checkout girl at the supermarket, the guy pumping gas etc. Fortunately I'm no longer answering helpdesk calls, I do a little bit of corporate stuff but mostly work inhouse on projects now. The general public are horrible to deal with. If people are so damned clever that they can criticise helpdesk helpers, what the heck are they calling up the helpdesk for anyway? Exactly. The number of callers I'd get that started 'I'm a technician' or 'I'm a professional web developer' which were followed by 'which button' or 'ftp???' You're calling because you can't work out what to do, a little respect towards the person having to help you is a good start.	ninja (1671)
320901	2005-02-02 23:43:00	In my case I sent an email to abuse about a trojan coming from Ihug . With an Ihug ip address . Helpdesk replied to it, which was a waste of time, what they said was pointless, and something I had already told them I didnt have . I deal with the abuse@myisp . xx . xx address at work . Whilst your scan from a Trojan, most probably as a result of some unknowing virus infected zombie, might seem like something important to you, in reality it's pretty minor . The number of complaints sent to abuse departments by people with personal firewalls that don't include anywhere near enough information is staggering . Almost daily I get screenshots pasted in word documents with a picture of Norton Internet Security and a big red X on top of Pakistan or some country - what pray tell do I do with that? I assume I'm expected to fly there, and find the big red X painted on the ground, assumptively the "hacksters" and "pirates" (Y'arrr) will be sitting there . Then on top of that, the fact that personal firewalls will report just about anything, usually normal internet traffic so that they look as though they are doing something valuable . The number of people who report that our DNS servers are "pirates" trying to "hack" them and to "steal their jiggahurtz and ram disks" is that high that I've written a script I can feed their e-mail addresses to and send out an automated template . Spam complaints that don't include the full headers or body of the message etc etc etc, the list goes on . Usually accompanied by I DEMAND YOU DISCONNECT THIS USERS INTRAWEB IMMEDIATELY!!!!!!!!!!!!!!!!111111111 I'd be interested to see the content of the e-mail you sent them to see just how much they had to work with .	ninja (1671)
320902	2005-02-02 23:45:00	They're not to know that the person they're talking to isn't their next door neighbours kid, or a prospective lawyer/doctor/programmer/whatever. Nice point. When I was on the desk over a couple of years I got a couple of NZ knighted Sir's, an ex-boss, an international porn-star wannabe, a friend of my landlord, and a couple of ladies that just kept calling cos they liked the sound of my voice ;) All handled of course with total proffesionalism :)	Greg (193)
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