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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
320903	2005-02-02 23:52:00	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. Well it showed them enough to tell u where it came from. The time, ip address, date, the name of the trojan, port. Like any other firewall log. What else do they need? The date the trojan was made? Who made the trojan? lol	Speedy Gonzales (78)
320904	2005-02-02 23:58:00	Nice to see a bit of sympathy for those poor sods on helpdesks. It's not a matter of dealing with noobs or not but people who are just fundamentally a pain the ass. Those amongst the callers I mean.	mark c (247)
320905	2005-02-03 00:01:00	The Backlash from the helpdesk is a hardcase. Bet some acid-discussions go on behind closed doors.	Metla (12)
320906	2005-02-03 00:03:00	It's not a matter of dealing with noobs or not but people who are just fundamentally a pain the ass. Yeah, noobs are fine - in fact they are often fun. The general asshats and arrogant people are the bigger problem, we had one frequent flier (over 100 logged calls) who was an absolute prat to anyone he spoke to, regardless of gender, time of day, severity of problem. Fortunately after moving up in the company I could do something about it, the last time he berated two staff members within a few minutes of each other I had the pleasure of sending an e-mail and telling him his access to support services would be terminated if he harassed our staff once more. All reports he's been fine since.	ninja (1671)
320907	2005-02-03 00:08:00	100 calls? about what? The mind boggles.	Metla (12)
320908	2005-02-03 00:09:00	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? Fair point, and I dont want to knock helpdesk staff - a few have helped me in the past - but they should not try to pass off that they do have knowledge when they don't by blaming a virus/spyware at the drop of a hat. In Chilling Silences case he explained quite clearly (and convincingly) that the chances of him having a virus etc were negligible (non-existent), at that point if they've got no idea what is wrong a good first level of support should surely transfer you to the next level of support...	AaronM (4647)
320909	2005-02-03 00:15:00	100 calls? about what? The mind boggles.It sure does. He's one of our many high rankers. That excludes the calls that go through unlogged as well, and the direct e-mails to staff. We've got a few in that range: One with 112 tickets, with multiple updates for most tickets. Often for unrelated problems like Word issues. Or the time he formatted his PC 3 times in one day and each time needed help with the connection wizard. Another with 81 tickets, again multiple updates for most tickets. A new rising star with 30 calls and over 50 e-mailed support requests in a 7 month period. The list goes on (and on and on).	ninja (1671)
320910	2005-02-03 00:21:00	Good thread peeps, and it's even interesting :eek: One small point though: If people are so damned clever that they can criticise helpdesk helpers, what the heck are they calling up the helpdesk for anyway? I expect that would be the case a lot of the time, but a good illustration is Chill's reason for starting the thread . Sometimes you've exhausted all possiblities and come to the conclusion it's an ISP or lines issue . IMO, it's always best to phone the ISP first, see what the network is up to (not nec if their site is up to date), etc, then if you need to, get in touch with the line provider (guess who), who's help desk will tell you in the first few sentences to contact your ISP :D	Murray P (44)
320911	2005-02-03 00:39:00	It sure does . He's one of our many high rankers . That excludes the calls that go through unlogged as well, and the direct e-mails to staff . We've got a few in that range: One with 112 tickets, with multiple updates for most tickets . Often for unrelated problems like Word issues . Or the time he formatted his PC 3 times in one day and each time needed help with the connection wizard . Another with 81 tickets, again multiple updates for most tickets . A new rising star with 30 calls and over 50 e-mailed support requests in a 7 month period . The list goes on (and on and on) . :@@: yarrrrr! you wouldn't want it to be a long term job, you'd go nuts . Sooner or later I'd have to let rip: 3 formats, 3 connections, he'd be ripe for it by his fourth call if not before . *cough* I must admit, some years back I called my ISP's help desk convinced they were causing me problems . After three calls, they were pretty much stumped too so just to go over what I'd done and what I'd tried at their request, we went through the whole set up once more . Lo and behold, it was one of the basic, first check user settings that I could have done in my sleep, brain fade has prevented me from remembering what it was now though, :blush: Much groveling and many thankyou's I extracted myself from the line in a as timely manner as I could . Throughout, the discussions had been polite and good natured, later I sent a thank you email to the two staff that had helped me with a bit more grovelling for good measure . After that, I avoided calling any help desk for some time .	Murray P (44)
320912	2005-02-03 00:44:00	You know you call too often when you no longer have to give your username or customer number to any of the staff manning the phones.	ninja (1671)
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