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| *facepalm* |
by jpprater |
2007-05-09 09:54:43 |
<rant>
I am a gov't contractor working in Alexandria VA. I work as part of a helpdesk providing support by phone and email to about 11000 users. This helpdesk falls under the IT portion of the agency.
So, the head of IT for this agency looks at the helpdesk's reports and sees that we've been missing our SLA a lot lately. He goes to his minion in charge of helpdesk ops and says "Thou shalt meet thine SLA or suffer." With this breathing down his back, the minion goes to my manager and repeats the warning with the following added on: "As long as there are calls waiting to be answered, you don't do anything else but answer those calls. That has to be all that you do until the call queue is empty. You take a call, create a ticket, move on to the next one. No troubleshooting, no followups on existing tickets, NOTHING but answering calls until that queue is EMPTY!"
.....o_O let me get this straight...Because we've missed our SLA on answering calls, you want us to focus on that to exclusion of EVERY other SLA we've got? You want us to not even do what you PAY us for and leave users hanging w/out support and do nothing but create tickets?
Congratulate me on my new job...glorified overpaid secretary. *facepalm*headdesk* >_< |
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[ Reply ] |
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Congratulations. | by kahuana | 2007-05-09 10:10:27 |
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Nope, don't have any coffee. | by jpprater | 2007-05-09 10:24:07 |
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How important is this job? | by Karl-Henrik | 2007-05-09 12:10:08 |
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It's the only job I have. | by jpprater | 2007-05-09 12:24:27 |
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then it might not be such a good idea :) | by Karl-Henrik | 2007-05-09 23:33:28 |
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