Even computer professionals (who should know better, in my opinion, given that in general they are also in support roles and know how frustrating it can be to have it done to you), cave to the temptation of handing over a broken system to those responsible to it with a very vague wave of the hand, a cursory description and big expectations.

So far today, I’ve dealt with one such in an escalation from our internal helpdesk (long on conveyed user complaints, short on actual useful details) and one from internally within our high-level support group (also long on complaint - i.e. “it ain’t working!” - but short on actual useful details so I can start troubleshooting).

In four more hours at the office, I wonder how many more I’ll tally up.

Tags:   people who should know better · tech support · workNo Comments