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Attitude Towards Help Desks - Feedback?

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by sheilau

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I've been rather vocal about the fact that I work for a help desk and have done so for many years - by choice. I enjoy the work and the many opportunities for great stories (see LordInfidel's thread on idiots for proof!). My biggest challenge, however, is fighting the opinion that the Help Desk is the bottom of the heap in the IT industry. The comment I hear most often is "I'm talking to the Helpless Desk". What is most frustrating is that I hear this from people who are on the phone askingme to fix their machine to get them back up and running....so here's my question. Is this attitude ever going to change? I'm very proud of our help desk - we work hard to keep up to date on technology, take classes to expand our knowledge, and we have a mix of staff that ranges from newbies to former network admins who wanted a change of pace. It just seems unfair that we have to deal with such negativity from both our users and our colleagues in IT. I'd appreciate feedback from the group here, because I know there's a great representation of IT as a whole.

14 replies

by ebob

Your helpdesk may do a great job. But we all have horror stories of being on the receiving end of some very bad service.

At this very moment, I am concluding a 2 month (!!!!) problem with McAfee (by having them refund my money) and am in the middle of one with Real Media (which will likely result in them also refunding my money).

The difference is interesting, though.

With McAfee, the problem really seems to be their HD. Their agents provide no constructive assistance or suggestions, and ask no probing questions. They seem to be following a script, yet the problem that I am having with their product diverges from the expectations of their script, and so they are now lost. Also, they don't get back to me for a week or more at a time, and follow-up is completely non-existent. Now I don't particularly "blame" the HD agents since they've obviously not been very well trained. But they also don't seem to have the tools or skills to escalate this problem to another level. It just keeps sitting with first level support, who (for 2 months) have fully demonstrated that they cannot resolve my problem. This reflects badly on both their HD, and the company as a whole.

My problem with Real has been handled much differently. Their HD has been responsive, and follows up. Their HD agents ask probing questions. Some go nowhere, but that's OK too. Then we know what's NOT broken. And we seem to be on the verge of figuring out the real source of the problem and what we can do about it. (As it turns out, it looks like they have dropped support for a technology in their new release of one of their products. If this is the case, then I can't use the product, and we go back to sales...but at least it's a resolution!).

by ebob

Another POV comes from our internal HD. We has a problem here that went on for 3 days! Turned out somembody had inadvertently unplugged one of the internal DNS servers. We opened a ticket with the HD. OK so far. But all they did with it was "pass iton". Unfortunately, at this point, their is no follow-up, no feedback, etc. The HD seem to lose all interest in the ticket. And whoever they passed it off to --- simply passed it on, who passed it back, and it got passed on, again, etc. "Hey guys", I said. "Simply passing the ticket on does NOT resolve the problem!"

Now most of the characters involved in this were not "HD", but the total lack of actual activity to resolve the problem REFLECTS on the HD.

In my previous location, our HD "owned" the tickets. Knowing that activity, or lack thereof, reflected directly on their organisation, they made sure that they followed up with whomever was currently assigned the ticket, and with whomever called it in. This, in my pointed little mind,is what distinguishes a useful and effective HD.

What we need is more like this. I am afraid that it seems we are actually moving in the other direction.

It's a very sad comment.

However, if YOU can make your HD effective, then I say "Congratulations!!!"

by james r linn

I've worked on a number of Help Desks, and as a user/project manager/QA person also had to contact both my internal HD and a number of external vendors desks.

I've been lucky eneough to work with a number of good help desks internally. I've been unfortunate enough to be bitterly dissapointed by the experience with a number of vendors help desks.

In terms of effeciveness, my current employers is pretty good. We have automatic escalations - a DNS server, if not resolved within 2 hours, would be escalated to a manager, then a director then a General manager (the CIO). We have qualitative metrics for the help desk that the manage to(70% of calls resolved by HD, not passed on, no more than 5% abandoned calls). But that alone is not enough. They also have open houses, inviting customers to see first hand how the place operates. They try and be proactive about communicating information to customers, and they participate in projects to ensure that their needs and customers needs are met.

You are correct in my experience with some vendor's HDs who blindly follow scripts, and when the script runs out they run out of answers. I've had similar experience with my cell phone vendor, but had a reasonably good experience with my satellite provider.

James

by ebob

Of course, those who call in to the HD could be a bit more informative/informed. The users really should know if they are running a Windoze(r) or a Macintosh PC, for example. They should be able to answer some basic questions, and follow some basic diagnostics over the phone.

I'm sure you know the types who just don't seem to know how to get into a command prompt window and type something as complex as "ping 127.0.0.1".

And then there are the types that seem to think that their problem must necessarily be jumped to the front of the queue, AND if it's not "fixed" in 15 minutes "there'll be hell to pay". And those types are just too damn unreasonable. All too often they are also the ones providing the least amount of information. When I did support, I got pi**ed right off at one individual in particular who actually refused to tell me what computer he was using, where he was sitting and what his user ID was. Apparently I supposed to "fix" his problem by some divine process. At thetime I was in a pretty good position, but I managed to keep my mouth shut. (But I couldn't help thinking "I can't fix your problem, since your problem is 'you're an a**hole'!")

I think a lot of the reason the HDs of today are known as "Helplelss Desk" is that the HDs are not effectively managing user expectations. This can be really cranked up a notch with some follow-up and communications.

("I have dispatched a technician who will contact you in the next hour. If he does not call you, please call me baack at this number so I can escalate the ticket to the technician's manager.")

Now the user knows what's going on, and when to expect some action. Of course they might not like having to wait for up to an hour just to hear from a technician (as an example), but that's an issue they can take up somewhere else. The HD at least is doing what they can.

by sheilau

One of the things I harp on (endlessly, as many of the techs will state) is the need to own the ticket. If your name is on it, you own it until it's closed. That makes life difficult sometimes, because we have 12 technicians and nearly 4000 machines to support. When we're busy, things get hairy. But we do our absolute best to keep an eye on tickets - if we transfer them, we watch to make sure they get picked up. We have a tech assigned to cleaning up tickets and making sure that the issuesare resolved. We also send follow up notes to ensure that the issue was resolved to the caller's satisfaction. Maybe that's why I get so frustrated - because we're doing everything within our power to provide quality service, and we still get slammed!

by joseph hobbs

Before I give my response, let it be clear that I work off a ticket queue as a Level 2 support person).

I don't think the helpdesk image is going to change for a while. The Level 1 Helpdesk is our first contact with the customer, and are the ones "answering the phones." However, they more of a "ticket handler" than a troubleshooter.

Their duty includes helping users with quick issues (Can't save a file in Word, etc). Anything requiring server services, or issues they cannot solve come to us. With L1 having to move a large number of problems to Level 2, I guess it makes them look "non technical".

Recently, our L1 Helpdesk was moved to a company in India (for cost reasons I guess). This opinion has entered the mind of many users around here, again due to the above fact. These people are new to the helpdesk and still have much to learn (common problems, solutions, etc).

Like I said before, I think this is going to be the view of HelpDesks for a while. Don't be surprized when you get a user on the phone who feels they know more about it all than you do. Just remember: Who called who for support?

by admin

I've found the quickest route through the first tier(s) is to just go along with them. I'm usually doing something completely different and have the "no hands" phone. Still though, I wonder if there is a more effective way....

Dialing into ISP tech support...

"Are you at your computer?"
yes
"Ok, explain the problem"
My mailserver at ip address _________ is reachable from all machines in the LAN, and also when remote dial-ups are connecting from any isp except yours, where, when these address (list of addresses) are assigned dynamically it works, but with this list (list of addresses) it doesn't work.
"Sir"
yes
"Sir, you are not supposed to be assigning any addresses yourself sir"
I'm not.
"How did you get these addresses?"

dialing into isp again.....

"Are you at your computer?"
yes (I'm really not, I'm working on something else)
"Ok, explain the problem"
I can't get my mail.
"OK, what client are you using"
Outlook
"Go into Outlook"
ok
"Check these settings"
ok
"Try it now"
ok
"Does it work?"
no
"Ok, let's check your internet settings"
ok
Eventually I'm at tier 2 after a quick check up to the supervisor, and although it took some time, I wasn't really thinking about it at all, I was spending the time on the bench mentally..... after 8-9 more "ok's" I'm at tier3 who connects me to a network guy on a cell phone and we figure it out and get it fixed right away (routing table problem, why didn't the first guy get it?)

Anyway, if any of you helpdesk folk know a better way, we would sure like to know the inside scoop on how to get this sort of help in less time :)

by sheilau

I personally would have reamed the tech on the front line that handled a call in that manner. Our goal is to resolve every call every time. Realistically, there are going to be times when we can't (we don't have access to reboot a server, for example). However, if a technician handles a call poorly, we make it a point to follow up (I do random ticket checks for quality, and follow up with the user to see if they were satisfied) with the technician and the user. If a caller asks to speak to second level, the policy is that they do so immediately. (I am tier 2/some tier 3, so I get those calls) I guess it depends on the company and how they view their call centers?

by admin

Sheila,

All help desks are not created, or maintained in equity. Having allowed that there are great variations in whether or not or at what level they are helpful, I will directly answer your question.

These attitudes will change about the same time as the Dilbert type comics cease in popularity and Netowrk Admins greatly appreciate the mental capabilities of all their users.

I usually, for some reason, at many companies, end up at level3 support when I actually get help. Unfortunately, I have to get level1 and 2 permission to get there. This is good business for help desk budgets, as they tend to OVERALL get customers going for less $ with this system. For me as an admin though, I spend the time answering the script question's that sometimes the level1 folk don't even pronounce correctly by remembering everything they do wrong to get laughs from my co-workers with later.

Is this evil? Probably, it is all too common though. Just like "Stupid User Stories" it is all to easy to come up with these listening to tiered tech support as well, especially later in a roomful of admins.

Actually, I do have friends in Support, as this is a geographic area with a lot of support centers. They laugh and often confirm the stories as things they see ludicrous about their jobs too. I've also been in similar situations in reverse. I sat down with a friend who is an accountant with a bunch of other accountants and when they found out what I did, they had a lot of humorous, yetnegative, things to say about network admins. I think that sometimes, unfortunately, humour becomes a way to be powerful and look down or be negative about others rather than just a good laugh. All users aren't idiots either.

Hope this helps :>

by sheilau

and I agree. I was just frustrated today because the person calling me "helpless" was 'rebooting' her PC by turning the monitor on and off.....too ironic even to laugh. I guess I have to concede that within IS at our company, the attitude towards the help desk is slowly turning. People are beginning to realize that we work hard, and any sign of slacking is dealt with immediately from within. I agree that many places have their L1 staff follow scripts for troubleshooting, but since L1 usually is entry level, it's hard to get a tech with the experience and insight to go outside those scripts to get your issues resolved. With us, we require a minimum of one year HD experience, and even that isn't nearly enough to deal with some of the issues we come across. I guess I just have to laugh at myself and write this day off, eh?? :)

by james r linn

from a couple of transactions.

There are always going to be people who are upset, with their computers and themselves, who take it out on the help desk. And their complaints will resonate more with you than the many people who are satisfied with the service. But in the end, if you can make 75% or more satisfied with the service they get, you are doing well.

James

by dbgirl

I believe that people complain about anything they don't understand. They don't like calling for help. You are in a hard spot. If it takes too long to fix a problem, then they will complain that you don't know anything. If it doesn't take long enough, then they will complain that you made them look stupid. Bottom line is that a lot of people will look for any reason to complain. Don't hold your breath for people to come around and see that your helpdesk is doing a good job. They don't want to see you doing a good job, because then they won't be able to complain. It's a matter of perspective.

The continuity of their job has been interrupted by a computer problem. They are upset, and are looking for someone to blame. You, as helpdesk are that someone. Sorry, but that is the nature of the business. The time to worry is when they don't come to you with problems at all.

by sheilau

And not because I work on one! In my experience, they care more because they're working with callers who are also co-workers. We have a 72% FCR standard, and under 4% abandonment rate. Our rule of thumb is 15 minutes for issue escalation if company wide, at which point we bring in a situation manager who coordinates the fixing efforts. Any outage past fifteen minutes costs the company hundreds of thousands of dollars, so we treat them very seriously!

by carlese

I also run a help desk. Since it is internal with about 350 users, we have been able to earn a great deal of respect from 99% of them. I to have had to use others help desks, recently Comcast Internet, and have found a lot of incompatence and condensending attitude. (we)The help desk are there to help those that cannot help themselves. As long as we do it with a good/happy attitude, even if we cannot help them for whatever reason (inc.Id10T error), the are less likely to loose respect for what we try to do. As long as we "Help Desk Team Leaders" can weed out the jerks with condensending attitudes, we will continue to earn more respect.

I love my job! Go help desk!!

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