It's true! All types of help desk analyst listed here exist. I have at least one of each in my office. I have also had the privilege of being one for a few years. Ha! This is somewhat a little frustrating to read.
Sometimes it really is just better to keep a cool head and stick to the script. Help desk analyst's shouldn't be criticized for Manager's decisions nor have to endure a conversation with someone that doesn?t listen or follow the correct contracted procedures.
Please write an article on types of client/ customer so that we can see both sides.
You might want to include the following:
The 'Know it all but can't resolve it' client/ customer
The 'You are part of my subconscious' client/ customer
The 'I want to do it my way but I don't want to pay for it' client/ customer
The 'That is not good enough even know I haven't paid for it' client/ customer
The 'I don't want to listen to you even know you are giving me a quick solution' client/ customer
The 'I don't want to do it that way even though this is the correct procedure' client/ customer
The 'I haven't time for this even know it's completely my fault and this is why I am ringing you' client/ customer
... This list is endless
At the end of the day everyone is capable of being an idiot from time to time.
The biggest problem inside and outside the office is the bitching that goes on.
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Read the first sentence. Read it a second time. Read it yet again. Parse it, word by word.
Do you now understand why your post makes you look the fool?
Do you now understand why your post makes you look the fool?
We need another article called "Most Dangerous Species of Internet Comment Posters".
The first poster specifically requests the creation of something that already exists. It not only already exists, the first sentence of the article at the top of this discussion provided a link to it.
Think about the observational skills required...and not demonstrated.
Think about the observational skills required...and not demonstrated.
Just the first sentence.
And I haven't finished reading the whole internet. Do you know how many pages there are in .cn?
And I haven't finished reading the whole internet. Do you know how many pages there are in .cn?
The whole family meets up for lunch - Tony, Tony jr., Carmella, and Meadow and you're not sure if the guy at the counter is a hitman and then the screen goes to black. What the...?
A third of the country lost power right in the middle of the last scene.
I'm waiting for the movie to come out (I hear they're talking to Larry the Cable Guy's 'people' for the lead).
The Evangelist lives inside and outside the IT department.
Did you read my post Bill?
http://techrepublic.com.com/5208-13625-0.html?forumID=102&threadID=338279&messageID=3386764&tag=content;leftCol
The list is spot on. I have worked with them all.
Did you read my post Bill?
http://techrepublic.com.com/5208-13625-0.html?forumID=102&threadID=338279&messageID=3386764&tag=content;leftCol
The list is spot on. I have worked with them all.
There's a reason we like to call them the Helpless Desk. 
Although, in my experience, the vast majority of analysts fall outside these 10 species, they are almost universally managed by P. Headinsandia. Would that explain a few things?
Although, in my experience, the vast majority of analysts fall outside these 10 species, they are almost universally managed by P. Headinsandia. Would that explain a few things?
My only encounters with help desks has been intra-company where I was dealing with knowledgeable techs digging through a service manual for me. I've even taken my turn there and found it quite enlightening. However, script reading fools who can't seem to manage anything beyond a fixed set of responses can frustrate anyone and get hung up on and a redial with another shot at someone who can really help. You ask me to re-boot and I'll use the phone instead, re-boot you say. CLICK.
The scripts exist for a good reason in many cases. By following a consistent path of troubleshooting certain common problems can be isolated more quickly and consistently. And any helpline which uses a script is just going to have you go through the same steps no matter how many times you hang up and redial to get a new person as they typically don't have a choice and are required to go through the script.
But they also don't realize that wireless connectivity has multiple cause/effects
The articles/scripts never worked for me as an employee fixing wireless for customers.... I used my own knowledge b/c AT&T thinks you should read a bunch of worthless crap before actually determining the cause, then getting to the solution
The articles/scripts never worked for me as an employee fixing wireless for customers.... I used my own knowledge b/c AT&T thinks you should read a bunch of worthless crap before actually determining the cause, then getting to the solution
Oh let me tell you...
I used to work for AT&T troubleshooting U-verse. T1 tech support, taking the brunt of the calls and LOTS of misdirects that were supposed to go to sales/billing (stupid interactive voice menu). The way we were trained was to not only use the script all the time every time, but to ONLY follows the troubleshooting steps in the articles provided and NOT deviate.
They still claimed they didn't want us to be robots. *major eye roll*
I used to work for AT&T troubleshooting U-verse. T1 tech support, taking the brunt of the calls and LOTS of misdirects that were supposed to go to sales/billing (stupid interactive voice menu). The way we were trained was to not only use the script all the time every time, but to ONLY follows the troubleshooting steps in the articles provided and NOT deviate.
They still claimed they didn't want us to be robots. *major eye roll*
I haven't seen that pic in a while, I was asked to dig out a notebook password and it took me AGES to crack open the box! Note my shiny new Ford blue hard hat. Oh, to be that young and eager again.
I loved this article. So so true.
RM
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Globalbench Inc.
Get the Job. Get the Raise. Get the Promotion.
www.globalbench.com
I have encountered a number of those during my career.
I had given them the title "To be Honest With You"!
They don't know much, but always try to be very kind. I guess they have to (in order to compensate for their lack of knowledge).
When you call them and ask a question, they pause for a moment, then may give some weird, unrelated answer or ask you a dumb question, and soon after your reply they would say "to be honest with you, ...".
Once they utter the "to be honest with you" words, I always knew the rest of the statement.
I had given them the title "To be Honest With You"!
They don't know much, but always try to be very kind. I guess they have to (in order to compensate for their lack of knowledge).
When you call them and ask a question, they pause for a moment, then may give some weird, unrelated answer or ask you a dumb question, and soon after your reply they would say "to be honest with you, ...".
Once they utter the "to be honest with you" words, I always knew the rest of the statement.
After spending my time in helpdesk hell, I found the best one for the frequency caller who has me on speed dial - "what page of the manual is it you don't understand?"
The help desk type I dread above all others is the one with such a pronounced accent I can't understand what he or she is saying.
...there are frequently management issues contributing to each one.
The "read the script" guy is probably working for a transient $10 an hour desk where he is working for six companies at once and doesn't understand what any of them are doing.
The "to be honest with you" guy may just have gotten the sixth copy this week of a management letter sent out to the end users telling them to call the desk with any problems with the sixth new system that management never told the desk that management was rolling out. Or is trying to troubleshoot a system for you when management has decided that it's above the security level of the desk staff, so the desk staff has never seen what you're seeing.
Decisions from the top make a major difference in what the pawn in the middle can do for you.
The "read the script" guy is probably working for a transient $10 an hour desk where he is working for six companies at once and doesn't understand what any of them are doing.
The "to be honest with you" guy may just have gotten the sixth copy this week of a management letter sent out to the end users telling them to call the desk with any problems with the sixth new system that management never told the desk that management was rolling out. Or is trying to troubleshoot a system for you when management has decided that it's above the security level of the desk staff, so the desk staff has never seen what you're seeing.
Decisions from the top make a major difference in what the pawn in the middle can do for you.
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