And not waited at least a half hour before they answered? I don't think it's even possible.
Have you ever called your help desk at work
- Thread starter Glenn's Take
- Start date
Glad you’re alive Glenn. Do you wish you bought a bigger gun now?
At my previous office job, since I am pretty good with computers and technology, I was often the help desk even though we had an IT department.
Nah, I am good with the one I got. Even got some ammo for it yesterday so if someone breaks into my house now I can shoot them 300 times.
Unacceptable. I would certainly complain. We might experience 15 minute waits at the very worst during an enterprise-wide network outage.
I'm be patient because a lot of people just started working from home today but still. An hour and 27 minutes. I'm hoping they pick up before lunchtime.
What the fk is a "help desk at work" ?? Is the OP serious? Is that like some avant garde, millennial-esque, employer provided safe space for people who don't know how to do their g-dammed jobs?
<--- IT Professional for 10 years.
Hahahaha, that's like demanding your nurse and doctor to fix you at this very moment.
Most Helpdesks operate ATLEAST 1 for every 50 end users, but I've seen companies with ratios as bad as 1:400. You're on a wait-list bub. We'll get to you when we can.
Not to mention, you realize what's happening with COVID, right? A high percentage of companies have told workers to go home and work. That's great for everyone else, but guess who has to make sure their network/infrastructure is capable? IT/Helpdesk.
We aren't swamped like Nurses and Doctors, but we are certainly scrambling ourselves. Almost all cloud providers are experiencing outages and issues.
Hahahaha, that's like demanding your nurse and doctor to fix you at this very moment.
Most Helpdesks operate ATLEAST 1 for every 50 end users, but I've seen companies with ratios as bad as 1:400. You're on a wait-list bub. We'll get to you when we can.
Not to mention, you realize what's happening with COVID, right? A high percentage of companies have told workers to go home and work. That's great for everyone else, but guess who has to make sure their network/infrastructure is capable? IT/Helpdesk.
We aren't swamped like Nurses and Doctors, but we are certainly scrambling ourselves. Almost all cloud providers are experiencing outages and issues.
<- - - - IT Pro for nearly 20 years in the civilian sector.
I believe it depends on your organization. Indeed, these are exceptional times. As others have stated, his Help Desk is probably overwhelmed because remote and telework was implemented just yesterday, a factor I neglected to consider.
Nevertheless, Service Level Agreements (SLA) and ITIL exist for a purpose. For our enterprise, composed of 50,000+, and 10k remote/mobile end-users, telework is an afterthought. We've increased network capacity to handle VPN and other remote connections. MSFT beefed up cloud-based backends.
All organizations deal with change. We're gonna be fine, and better after this is over.
I agree with all that.. but when you work for a fortune 500 company, that has 50k end users.. that means you're going to have segmented IT departments. I imagine even Helpdesk is setup with different levels? Some that do PW resets, some that handle hardware, etc?
Because for smaller organizations, like ours which is 250 end users, you wear many hats. I am the Exchange guy, the Windows Server guy, the SSO guy, and a plethora of other things.. Helpdesk is the same.. only 4 guys total, and they are kind like SysAdmins anyways.
We also have very loose SLA's, mainly because we just don't have the staff. I don't have an entire Exchange/Email team with multiple people for coverage. So I can't always get to someone's issue if it's not important.
I would expect a company with 50k in staff to be very diligent on answering the phone, though. At least getting to the customer.
My current employer doesn't even have a help desk. Thank God I know my way around technology because on my first day a few weeks ago my computer hadn't even been wiped. I had to do that myself and figure out how to get the network printer installed when it wasn't showing up as an available printer to add. I'm doing my best to make sure no one around here knows that I know my way around computers or they'll all just start coming to me whenever they have a problem.
Just reboot the damned thing and leave those people alone. They have cosplay obligations to tend to...
45 minutes so far today. Had to change my password and now the new one doesn't work.
Ha, I can only imagine on their end.
"Yeah, Glennnn put in another ticket this week.. yes, I know it's only Tuesday.. yeah I don't know, he messed up his password again. Oh yeah, I told him to watch out for Caps Lock. Yep, I told him it can't be his first name either.. IDK, you think I want to be reseting user's passwords with other **** to do??"
My employer uses an off site company and I have never had to wait. I can call any time and someone immediately answers the phone. Our geuss is they are the only vendors getting paid. We're on the verge of getting everything repossessed because the parent company holds everything 90 days but our IT guys are killing it.
Our guy is also from India and his name is Billy and nobody. not from his Indian dialect can understand what he is saying.
Been doing nothing BUT HelpDesk (from home) since the COVID thing started. I believe 45 minutes was the max wait time we were hitting, but that was the first week of NTI school.
Some of the calls get lengthy; Trying to help some nitwit troubleshoot his/her home WiFi can be a challenge over the phone. "I don't know, did you happen to write the password DOWN somewhere? Maybe look on your router, if you didn't change it, it should be on there."
I've been cussed out multiple times a day, over something I had no control over.
So, I don't want to hear about your 45 ****ing minute wait times. As frustrated as YOU are right now, my life, right now, I can assure you, is 10 times worse.
Some of the calls get lengthy; Trying to help some nitwit troubleshoot his/her home WiFi can be a challenge over the phone. "I don't know, did you happen to write the password DOWN somewhere? Maybe look on your router, if you didn't change it, it should be on there."
I've been cussed out multiple times a day, over something I had no control over.
So, I don't want to hear about your 45 ****ing minute wait times. As frustrated as YOU are right now, my life, right now, I can assure you, is 10 times worse.
^^ Funny you mention that. Our company offered some really good WFH gear for our staff. Nice way to outfit your home office.
Sure enough, it's now IT's responsibility to set up wireless equipment, printers, even help with their standing desks. Pretty messed up situation for almost the entire company to take on no new additional work tasks during COVID, except the IT Dept, who now has to support 300+ individual officers around the region.
Sure enough, it's now IT's responsibility to set up wireless equipment, printers, even help with their standing desks. Pretty messed up situation for almost the entire company to take on no new additional work tasks during COVID, except the IT Dept, who now has to support 300+ individual officers around the region.
RACK the last two posts. Support a major Federal agency doing Help Desk work, and every time their GD home wifi/hotspot goes down, ZOMG it has to be IT's VPN having issues! And don't even get me started about setting up varidesks, hanging pictures in the office (pre-COVID), and other miscellaneous non-IT work related tasks.
We even have Federal users that are too cheap to buy fiber internet and still use a hotspot for connectivity purposes.
We even have Federal users that are too cheap to buy fiber internet and still use a hotspot for connectivity purposes.