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Menace65
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    OldER Mycroft

    So, not knowing what your role is, it is rather difficult to advise you as to a suitable course of action.

    I'm also rather concerned that as you say "one of us held the Helpdesk Analyst position previously, and never had this issue", but you didn't mention what position this person holds now.

    Was this person promoted? If so, they would be (in the absence of knowing your position) perhaps the best placed to take up this cause.

    If neither of you are in a post that allows you to take up the fight, I suggest you carry on with your own duties until at such time, the bubbling problems reach a crescendo and claim casualties wherever the responsibility lies.

    If the responsibilities are not yours, I would advise that you do not take this matter into your own hands, as it could be seen as either sour grapes on your part, or simply bad-mouthing a senior manager, neither of which will be easily assuaged by you.

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    Menace65

    I did not want to go into details but it was I who held the Helpdesk Analyst position, and have since moved into support for our ERP system (though I still back up the helpdesk). How I handled the job is very different from the current Helpdesk Analyst. To me, it was more about managing the ticket load, ensuring there was a balance, that the tickets were updated, end users were given status updates, and the tickets were closed with useful information in the progress (we use the Helpdesk software as a knowledgebase). It sounds like I'm a know-it-all, and that's truly not the case. I am concerned that the service from the Helpdesk, and the work product coming out of IT is not at the same level it had been. This I see as being a case of hands-off management where being hands on is sorely needed.

    Believe me, I am seriously considering sitting back and watching things **** up, but where would that get us? I would like to, in as delicate a way as possible, bring these problems to light. I think I will wait it out until the new Helpdesk manager is hired. Thanks.

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    OldER Mycroft

    Because you were bemoaning your situation back in April of this year, and unless you've got a bad memory, I told you more or less the identical thing back then!

    http://techrepublic.com.com/5208-6230-0.html?forumID=101&threadID=261068

    So - I take it that 3 months on nothing has changed. Perhaps more importantly, nothing has happened.

    I hate to say this but I'm gonna say it anyway, again. This problem is no longer any concern of yours. Get on with your own job and let others make their own mistakes. It is no longer any of your concern. Period.

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    Menace65

    And I HAVE let it rest, unfortunately, I have a little fly (i.e., coworker) constantly buzzing in my ear about this situation. I have been the "go-to" person whenever an issue arises (NOT the manager), and so I've tried to help. I guess that's just the way I am, I see a problem, I try to fix it. In this case, it's not mine to fix, I get it. Nuff said.

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    OldER Mycroft

    If this constantly-complaining Jeff Goldblum lookalike felt so strongly about this, they would take this up with senior management themselves. Of course there is always the possibility that this insect is brandishing a double-edged sword - perhaps it is YOU that they want to get rid of!

    If they wind you up sufficiently, you will then blunder blindly into the fray, thinking you are fighting the cause for them, only to find yourself out on your ear and branded as a trouble-maker.

    Your 'little fly' has then removed one obstacle on their personal climb up the ladder to fortune and fame.

    By the way, what incensed you that you felt the need to delete the body-copy of both your current and 3-month-old posts?

    Hardly the actions of Captain Courageous.

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    EMJ65

    I rather wish they were looking to "get rid of me" as it were...would make my life a lot easier. The "little fly" is not well-liked by senior management (he's seen a whiner), my problem is that I see his point, as well as management's. It's tough being Switzerland.

    I deleted them because I feel like they are going to come back up like bad kibble, not incensed at all.

    I did not want any reminder of what I've been through already....would like to forget the whole thing. Time to kill the little fly...so to speak.

    I'm actually a pretty cool person, I am well-liked, it's just that my good intentions have been paving a pathway to ****, as they usually do.

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    OldER Mycroft

    Or should I hold onto them for when you post again in 3 months time? :)

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    Menace65

    do what you wish with your posts. Don't worry, I won't have you digging them up three months from now. I just have to realize and continue to reinforce that my bread is buttered pretty well, and it's not good to have it land butter side down on the sidewalk. I'll leave that to my co-worker to do, though I know he won't, the miserable sot that he is he'll just let it eat him up. It will now be worse because I'm going to tell him I don't want to hear it any longer! I've actually quelled my previous demon, the Helpdesk Analyst is doing what he's doing, and whether he succeeds or fails is on him. Just like my success or failure is on me. Time to focus on #1.

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    OldER Mycroft

    Life is composed of sufficient unexpected problems without going out of your way to attract more than your fair share. :)

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    OldER Mycroft

    So, not knowing what your role is, it is rather difficult to advise you as to a suitable course of action.

    I'm also rather concerned that as you say "one of us held the Helpdesk Analyst position previously, and never had this issue", but you didn't mention what position this person holds now.

    Was this person promoted? If so, they would be (in the absence of knowing your position) perhaps the best placed to take up this cause.

    If neither of you are in a post that allows you to take up the fight, I suggest you carry on with your own duties until at such time, the bubbling problems reach a crescendo and claim casualties wherever the responsibility lies.

    If the responsibilities are not yours, I would advise that you do not take this matter into your own hands, as it could be seen as either sour grapes on your part, or simply bad-mouthing a senior manager, neither of which will be easily assuaged by you.

    +
    0 Votes
    Menace65

    I did not want to go into details but it was I who held the Helpdesk Analyst position, and have since moved into support for our ERP system (though I still back up the helpdesk). How I handled the job is very different from the current Helpdesk Analyst. To me, it was more about managing the ticket load, ensuring there was a balance, that the tickets were updated, end users were given status updates, and the tickets were closed with useful information in the progress (we use the Helpdesk software as a knowledgebase). It sounds like I'm a know-it-all, and that's truly not the case. I am concerned that the service from the Helpdesk, and the work product coming out of IT is not at the same level it had been. This I see as being a case of hands-off management where being hands on is sorely needed.

    Believe me, I am seriously considering sitting back and watching things **** up, but where would that get us? I would like to, in as delicate a way as possible, bring these problems to light. I think I will wait it out until the new Helpdesk manager is hired. Thanks.

    +
    0 Votes
    OldER Mycroft

    Because you were bemoaning your situation back in April of this year, and unless you've got a bad memory, I told you more or less the identical thing back then!

    http://techrepublic.com.com/5208-6230-0.html?forumID=101&threadID=261068

    So - I take it that 3 months on nothing has changed. Perhaps more importantly, nothing has happened.

    I hate to say this but I'm gonna say it anyway, again. This problem is no longer any concern of yours. Get on with your own job and let others make their own mistakes. It is no longer any of your concern. Period.

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    0 Votes
    Menace65

    And I HAVE let it rest, unfortunately, I have a little fly (i.e., coworker) constantly buzzing in my ear about this situation. I have been the "go-to" person whenever an issue arises (NOT the manager), and so I've tried to help. I guess that's just the way I am, I see a problem, I try to fix it. In this case, it's not mine to fix, I get it. Nuff said.

    +
    0 Votes
    OldER Mycroft

    If this constantly-complaining Jeff Goldblum lookalike felt so strongly about this, they would take this up with senior management themselves. Of course there is always the possibility that this insect is brandishing a double-edged sword - perhaps it is YOU that they want to get rid of!

    If they wind you up sufficiently, you will then blunder blindly into the fray, thinking you are fighting the cause for them, only to find yourself out on your ear and branded as a trouble-maker.

    Your 'little fly' has then removed one obstacle on their personal climb up the ladder to fortune and fame.

    By the way, what incensed you that you felt the need to delete the body-copy of both your current and 3-month-old posts?

    Hardly the actions of Captain Courageous.

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    0 Votes
    EMJ65

    I rather wish they were looking to "get rid of me" as it were...would make my life a lot easier. The "little fly" is not well-liked by senior management (he's seen a whiner), my problem is that I see his point, as well as management's. It's tough being Switzerland.

    I deleted them because I feel like they are going to come back up like bad kibble, not incensed at all.

    I did not want any reminder of what I've been through already....would like to forget the whole thing. Time to kill the little fly...so to speak.

    I'm actually a pretty cool person, I am well-liked, it's just that my good intentions have been paving a pathway to ****, as they usually do.

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    0 Votes
    OldER Mycroft

    Or should I hold onto them for when you post again in 3 months time? :)

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    0 Votes
    Menace65

    do what you wish with your posts. Don't worry, I won't have you digging them up three months from now. I just have to realize and continue to reinforce that my bread is buttered pretty well, and it's not good to have it land butter side down on the sidewalk. I'll leave that to my co-worker to do, though I know he won't, the miserable sot that he is he'll just let it eat him up. It will now be worse because I'm going to tell him I don't want to hear it any longer! I've actually quelled my previous demon, the Helpdesk Analyst is doing what he's doing, and whether he succeeds or fails is on him. Just like my success or failure is on me. Time to focus on #1.

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    0 Votes
    OldER Mycroft

    Life is composed of sufficient unexpected problems without going out of your way to attract more than your fair share. :)