What is wrong with helpdesk?

Posted by DrunkenGolfer@reddit | sysadmin | View on Reddit | 9 comments

We have a process. Tickets come in through support, they get lost in a sea of notifications and ignored by all available engineers from the correct team. They have "projects" and "planning" and all that other stuff they pretend to do. But noooo, along comes the guy whose financial success depends on the happiness of the customers while helpdesk also ignores any other desperate plea for help with the customer's unexpected return from vacation to an URGENT priority item. Screw those guys

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9 Comments

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fatty1179@reddit

This sounds like it was written by a sales guy

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bisprops@reddit

OP’s username checks out.

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YumWoonSen@reddit

<beer comes out through nose> Sure does.

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Sookecute@reddit

Lol I know this isn’t serious but still. MSPs in particular can be guilty of trying to maximize the number of supported end points per tech (what a gross metric) and then wonder why their 2000 computers can’t be well supported by 3 techs.

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DrunkenGolfer@reddit (OP)

That describes my wife’s company.

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Kanibalector@reddit

I love how this is basically a meme from an earlier post of the day. But, tbf, it's not necessarily wrong. I have seen when submitting tickets with vendors that nothing gets done and you get no responses until you contact your sales rep. If this is the case, you need a better support team.

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DrunkenGolfer@reddit (OP)

I think people missed the subtle humor; thanks for catching it.

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MrStealYoBichonFrise@reddit

Found the person that thinks every ticket they put in is a sev 1. There's probably a reason your tickets get put on ice.

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jeffrey_f@reddit

The helpdesk management has failed. The techs working the helpdesk are usually pulled in many directions on direction of their management, which isn't the fault of the helpdesk techs. They just do what they are told or get written up for insubordination. helpdesk is woefully underpaid and overworked and many times, mismanaged. There should be dedicated level 1 techs who's only job is the ticket queue and then TRIAGE of tickets and if possible, first call resolution. Otherwise the ticket goes up to the level 2 techs, triaged again and attempt to resolve. If no resolution, it would go to level 3 engineers for fix or replace. Give them them a break and take your concerns to helpdesk management. Preferrably, through your direct manager.