Aug
27
Hi All,
I just came across a call in one of our Client’s systems where Help Desk Staff are openly bitching at each other in the call.
Their call logging system is completely VISIBLE to the end user – so if the user was to check, they would see all the conversation.
Just as a reminder (not that I think any of us need it) to keep things professional in any recorded information.
I have naturally removed the names and any identifiable information.
HELPDESK_STAFF_2 21/08/2009 09:42 am 00:00:20
this one’s for SUPPORT. it’s more trouble than it looks.
HELPDESK_STAFF_1 21/08/2009 11:29 am 00:00:02
From: HELPDESK_STAFF_1
Sent: Friday, 21 August 2009 10:59 AM
To: USER
Subject: RE: VPN Error
Hi USER,
How are you accessing the internet? Is it using NextG modem or a direct internet connection through your home modem?
Can you confirm if this is a home laptop running Vista as well? And has it ever worked for you?
Thanks
HELPDESK_STAFF_1 21/08/2009 11:29 am 00:00:37
Thanks helpdeskers for doing absolutely no troubleshooting as usual… i know you are all very busy…………….. :S
HELPDESK_STAFF_1 21/08/2009 11:45 am 00:00:03
From: USER
Sent: Friday, 21 August 2009 11:13 AM
To: HELPDESK_STAFF_1
Subject: RE: VPN Error
Hi HELPDESK_STAFF_1,
See below…
From: HELPDESK_STAFF_1
Sent: Friday, 21 August 2009 11:29 AM
To: USER
Subject: RE: VPN Error
Hi USER,
How are you accessing the internet? Is it using NextG modem or a direct internet connection through your home modem? Via direct connection through my home modem
Can you confirm if this is a home laptop running Vista as well? Home laptop running Vista. And has it ever worked for you? No, this is the first timee I trying.
Thanks
HELPDESK_STAFF_1 21/08/2009 11:45 am 00:00:01
From: HELPDESK_STAFF_1
Sent: Friday, 21 August 2009 11:15 AM
To: SUPPORT_STAFF
Subject: FW: VPN Error
Hi SUPPORT,
Do you have a disc that we can install the latest VPN client for users running Vista?
Cheers
HELPDESK_STAFF_2 21/08/2009 01:14 pm 00:00:18
Don’t be a smart alec HELPDESK_STAFF_1.
HELPDESK_STAFF_2 21/08/2009 01:14 pm 00:00:03
hahahaha
HELPDESK_STAFF_1 21/08/2009 03:49 pm 00:00:23
Please do some basic troublshooting at your desk, this is a helpdesk role
HELPDESK_STAFF_1 25/08/2009 11:01 am 00:00:41
Have VPN V 5 to test for Vista – on my Desktop. Just waiting to find out what USER’s quipment number is, then all yours
HELPDESK_STAFF_2 25/08/2009 01:56 pm 00:00:12
Hi,
USER is having issues with getting the VPN client to work on his own Vista operating laptop.
Can someone please have a look at this on Thursday morning? INC 1018273
USER is contactable on +61-n-nnnn nnnn and is in the Y street office.
Thanks,
HELPDESK_STAFF_2,
HELPDESK_STAFF_1 26/08/2009 01:05 pm 00:02:02
Please note: I have provided USER with V5 for the Cisco VPN Client. He did not have his laptop at work that day so he was going to take the exe home and give it a go then let me know whether this is still an issue. Will update job once I hear back and transfer if necessary.
In my job, I need to go through reports of cases logged by users when they have issues that need resolving by support staff.
I just came across a call in one of my Client’s systems where Help Desk Staff are openly bitching at each other in the call.
Their call logging system is completely VISIBLE to the end user – so if the user was to check, they would see all of the conversation.
For any Service Desk or Help Desk staff out there this is a reminder to keep things professional in any recorded information.
I have naturally removed the names and any identifiable information to protect the innocent (and guilty)
********************
HELPDESK_STAFF_Level1 21/08/2009 09:42 am 00:00:20
this one’s for HELPDESK_STAFF_Level2. it’s more trouble than it looks.
********************
HELPDESK_STAFF_Level2 21/08/2009 11:29 am 00:00:37
Thanks helpdeskers for doing absolutely no troubleshooting as usual… i know you are all very busy…………….. :S
********************
HELPDESK_STAFF_Level1 21/08/2009 01:14 pm 00:00:03
hahahaha
Don’t be a smart ass HELPDESK_STAFF_Level2.
********************
HELPDESK_STAFF_Level2 21/08/2009 03:49 pm 00:00:23
Please do some basic troublshooting at your desk, this is a helpdesk role
********************
HELPDESK_STAFF_Level1 25/08/2009 01:56 pm 00:00:12
Hi DESKTOP_SUPPORT
USER is having issues with getting the VPN client to work on his own Vista operating laptop.
Can someone please have a look at this on Thursday morning?
Thanks,
********************
TEAM_LEADER 27/08/2009 09:58 am 00:00:31
Closing this call. End user’s personal equipment is not supported, and this user is not to be given VPN access anyway.
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