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RE: User "support" | by Captain Jack | 2014-05-05 09:13:34 |
| Not when I ran a hell desk. I made that stick even |
by wwill |
2014-05-05 22:03:07 |
AFTER the "not-really-a-manager-and-she-cannot-even-fake-it" manager, she without a single solitary clue, took over and turned one of the best jobs I ever had into one of the WORST jobs I ever had.
And since I've cleaned septic tanks, porta-johns, and cess pools for a living, that should give you a clue as to just how toxic, caustic, STUPID, and completely lacking in ANY form of managerial skills this fool actually was.
At MY help desk even the student workers on Tier I could take a "mental health moment" and vent after wrestling with painful amounts of stupidity. And we would all (within ear-shot) stop, listen, commiserate, and help share the pain.
And it WAS painful sometimes. That grade of DUH!, it's CORROSIVE to the very soul. (And I don't even believe in souls.)
It needs to be spread around to dilute it, and cleaned off quickly, before it etches, burns in, and makes you permanently grouchy (like me).
Yet this bit of inter-personal support and work-group bonding was one of the very FIRST things banned by our new "Moran in Chief." (Search the web for that particular exact mis-spelling if it isn't yet familiar.)
And this was the very first of a long, long list of orders countermanded by ME, as they came out of her ugly mouth when I could catch them, or at least as soon as I learned of it when she spewed such fool things behind my back.
I eventually started using the built-in microphones in everyones' computer to keep an ear on things, and record it, mainly in the big common areas. I would fast-scan the take for her utterances of stupidity, which I would publish to the group email list, along with the "Belay that, it's egregiously DUMB!" message.
I tried to always include a succinct and frequently pithy (when I couldn't manage SCATHING) description of WHY to do it the way we had been, with examples and when I could find it links to historic tickets in the logging system which covered doing it the original way, and other links to tickets where doing it some other way had resulted in CATASTROPHE!
My people were kept apprised of how well they were doing, were given "mini-training" in whatever was stumping them with the intent of making it possible for any who wished it, to get better at troubleshooting and support.
I backed MY people against the customer on a daily basis. The customer is FREQUENTLY NOT RIGHT. They -always- had a problem which required a resolution, but that their problem could be themselves was always allowed as a possibility.
LOSING that one bit of sanity, this piece described right above here, was the BIGGEST and most damaging of the (MYRIAD!!) mistakes, errors, and vicious and premeditated "changes" to the operation which that new "manager" made. It hurt us worse than INVERTING the Tier call queue.
(TO BE CONTINUED, SEE BELOW!!)
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[ Reply ] |
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Yes, I said inverting the call queue order. | by wwill | 2014-05-05 22:21:47 |
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You could be wrong about a few details. | by Peace_Man | 2014-05-05 22:35:27 |
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No, no need for superior to the techs. But | by wwill | 2014-05-05 22:57:34 |
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Aaargh! Office politics! | by Peace_Man | 2014-05-05 23:32:21 |
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One other thing that I insisted upon, | by wwill | 2014-05-05 22:45:01 |
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OH! Please, please, DO! | by pbarnrob | 2014-05-10 23:30:50 |
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