On the project, we do in fact have a "helpdesk," although not in the traditional sense. Our "helpdesk" functions more as a service desk, where the helpdesk representative doesn't actually perform any troubleshooting or support duties. These "helpdesk" personnel simply take phone calls and transcribe the issue the end-user is having into our archaic and cumbersome ticketing system, and then assigns the ticket to either me or another "Desktop Engineer". Two important and relevant points follow:
a.) the helpdesk representatives don't in fact really utilize their brains. They are simply human transcribing machines. The message is spoken to the helpdesk representative, then transcribed into our ticketing system.
b.) there exists software today, and has existed for nearly a decade, that does exactly this function... better.
Here are a few tickets I've received just today; I can't decide whether it is more sad or funny. Keep in mind that the individuals authoring these tickets are grown adults that assert they are college-educated.
b.) there exists software today, and has existed for nearly a decade, that does exactly this function... better.
Here are a few tickets I've received just today; I can't decide whether it is more sad or funny. Keep in mind that the individuals authoring these tickets are grown adults that assert they are college-educated.
9/17/2010 11:02AM user name when she put in her flash drive in her computer it is not recognized it
9/17/2010 10:20AM user name he need to have his lapt top configure for wirless in the office location
9/17/2010 11:52AM user name is will be in office location the week of September 27 she was told by team lead to sey up her computer so that she can use a wireless card.
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