Are You IT Support?

[Iman74]

You work on the help desk, service center, or any other department where you need to take service tickets and fix problems. If you are let me know if you feel same as I when you see the following scenario:

You get a service ticket, and in there the user wanted it noted that they wanted this done immediatley or done NOW.

I don't know about you, but when I see those two words, the hairs on the back of my neck standup, and I just can feel my temper brewing.

Just got one of those; waited three hours before I even called him. Hell, one I waited 24hrs before calling.

ASAP does not bother me, but I do not need to see that either. We are aware you are having a problem, but you would think they would be aware that we cannot just drop everything for them.

[Mr N8]

Yep, I do the same thing. I judge where the ticket stands in priority to other tickets, and go from there. If they insist that I do it now, I usually incorporate the "cool down" period, and make them wait an hour or 4.

[Byte 2.0]

we live in a push button society, everything has to be NOW NOW NOW.

the calls I get that mess with me, is people using the residential account for a home business and expecting business uptime reliability.

Caller "I have been down for 2 hours, I am losing thousands of dollars on trades"

what I want to reply "I am sorry our residential service does not meet your needs, if you would like I can upgrade you phone service to a business account, then upgrade your DSL to business class where you can have our five 9s service, (99.999% percent uptime) and you will need to purchase one of our routers as well."


yes to answer your question, I do work at a call center for DSL tech support.

I am currently under consideration to be a product specialist and hints I take the customer escalation calls now.

Been doing call center work for just over 2 years and I have to say I have hear it all, and I believe the human race is doomed.

[flanzig1]

I work in an xray dept and when we get a SR with STAT marked, we are to drop everything and go to the STAT. What cranks my engine is I get there and they say "Oh, we need it for 3 more hours". If you can use it , why call it STAT!!! "dirty word-dirty word" as I walk away