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<rant> Frelling incompetent service desk!	by NemoHac	2006-09-07 22:01:07
Admittedly things are a bit up in the air in $COMPANY at the moment but still... Three weeks ago an incident was logged to the remote desktop support team (which I work in) about $USER in $CLIENT who could not connect to the LAN via VPN. The SDO (Service Desk Operator) did zero troubleshooting (at least according to the case log) and made the diagnosis that there was a problem with the firewall application based on an error message that $USER was receiving. The error was not included in the case in any way (either via attached screenshot or typed into the log). So I assigned the call back to the service desk requesting the error. One week ago we moved from the Action Remedy call logging system to Unicentre Service Desk. Both systems are running side by side at the moment as they could not import existing cases into USD without messing up the audit trail/reporting data. Today, a new incident (in USD) was assigned to my queue as a higher severity incident because the user had been unable to connect to the VPN in three weeks. This new call referenced the old in only one place and the only troubleshooting completed was to reboot the laptop and install come VPN patch. For some reason the SDO did not include any information about which patch it was in the call. So then I had both calls back in my queue, with no further information. Nice. </rant> Ah well, I've closed on call as a duplicate and sent the other back to the service desk for the information I asked for three weeks ago. Maybe I'm over-reacting but I get cases escalated to me incorrectly every day where the service desk hasn't even attempted troubleshooting let alone asking for advice or reading documentation.
[ Reply ]
Don't they have to follow the script?	by shminux	2006-09-07 22:08:09
No script	by NemoHac	2006-09-07 22:24:16
Looks like a mindless script reader might be	by shminux	2006-09-07 22:43:07
At least then I'd get the error messages	by NemoHac	2006-09-07 22:53:12
Any reason why you can't contact the	by Peace_man	2006-09-07 22:08:48
No reason at all.	by NemoHac	2006-09-07 22:13:15
Any lines of communication in existence?	by Peace_man	2006-09-07 22:40:35
Detailled email already gone to their TL	by NemoHac	2006-09-07 22:42:18
Ah. He is aware that there are problems, then.	by Peace_man	2006-09-07 22:45:31
He won't.	by NemoHac	2006-09-07 22:50:44
that is a problem,	by magixtechnica	2006-09-07 22:58:51
It gets worse....	by NemoHac	2006-09-07 23:05:43
Oh yes, that certainly sounds like an environment	by magixtechnica	2006-09-07 23:14:26
{{NemoHac}}	by Silverfire	2006-09-07 23:30:50
It's all good - I've got one week left	by NemoHac	2006-09-07 23:35:46
That's why I used to put novels in my case notes	by sass10151	2006-09-07 22:23:55
A tech after my own heart	by NemoHac	2006-09-07 22:27:04

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