Watching a New User ticket queue from an outside perspective.

Posted by TuxAndrew@reddit | sysadmin | View on Reddit | 49 comments

So I've been monitoring tickets with a new user we have and it has been awhile since I've been baffled by someone's level of competence. We have a pretty standard automated on-boarding process that requires no IT intervention and almost all of the documentation is sent beforehand by HR on the account creation process. General best practice would be that everyone creates their account at least 24 hours before their start date so everything can populate on the back end, but obviously not everyone wants to do things outside of their work hours and before their start date to each their own just accept the consequences of a slow two days getting caught up. The new user has been requesting white glove treatment for the most basic instructions; creating an account, signing an electronic phone agreement, setting up MFA, the whole nine yards etc. So fast forward they started on a Monday and didn't create their account that day, they then pester HR about not having their account only to have HR walk them through the account creation process on Tuesday. Shortly after their account is created they've been hounding the hotline about not being able to login to Outlook and other various O365 applications. That a phone number hasn't been assigned to them even though they still haven't signed the electronic agreement. They indicate that they created the account on Monday and it has been well over 24 hours since their account was created. (Logs clearly indicate otherwise) At what point do you step in an explain the incompetence to their manager? This position would fall directly underneath a c-suite so it does require some tip toeing around, but allowing this behavior to exist is extremely bad for morale.