On 10/07/2012 05:17 PM, jdow wrote:
On 2012/10/07 13:33, Eddie G. O'Connor Jr. wrote:
On 10/07/2012 04:27 PM, Joe Zeff wrote:
On 10/07/2012 01:17 PM, Eddie G. O'Connor Jr. wrote:
On 10/07/2012 04:03 PM, Joe Zeff wrote:
On 10/07/2012 12:43 PM, jdow wrote:
Eddie and Joe, there is nothing more frustrating than being in a
critical
hurry while a first string tech support guy rigidly follows the
"is it
plugged in" script.
Yup! That's why I always make sure that the member of the phone
firewall knows that I have ample experience on their side of the
phone
and ask them to give me the same level of support they'd want if they
were calling in. More often than not, all goes well after that.
I agree with both of you, yes it seems that sometimes the helpdesk
tech
is just "going through the motions" and isn't really interested in
helping you at all....they're just there for the pay check. Then you
have those "gifted & talented" few......(The ones I like to call the
"Scotty's" of IT. and if any of you have ever watched the original
series of Star Trek you'd realize to whom I'm referring!)
It's not so much a matter of only going through the motions, it's
more that
most of the hell-desk droids and PFYs don't actually know anything
about the
tech and all they're able to do is parrot the cheat-sheets. Now,
you'd be
surprised what a good tech can do with cheat-sheets; I used to get
people
telling me that it's plain that I must love Macs because I know so
much about
them. Imagine their surprise when I told them that I've never in my
life so
much as touched one and was working strictly from a cheat-sheet. Of
course,
it helped that I understood what was going on and why we were doing
things,
but I never mentioned that little bit of info to the callers.
And, as far as Scotty goes, yes, I do remember the Original Star
Trek, first
run. I also know Bjo Trimble, the woman who was responsible for us
getting
the third season.
Amen to THAT...and God Bless her for it!...(I used to run home from
school to
catch the episodes of it on Channel 5!.......(show's my TRUE age
huh!?....)
Child, eh? Those were the years I was a lousy date at least one night a
week while I was in college and even after I'd graduated - with an
advanced
degree.
{^.-}
I guess I AM the "baby" in this bunch!....LoL! Hats off to you Sir!!!
EGO II
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