The following calls unfolded over approximately four hours today.
Call #1:
Caller: Hi, I created a tax file with a certain date. When I realized the version of the program I was using didn't supply the correct forms, I recreated the exact same file with the correct date in a different version of the program. It prompted me to overwrite the original file with the new one. Now, when I open the new dataset, I get errors.
Me: Well, because the files created between the two versions are slightly different, those errors would make sense.
Caller: Well, how do I fix it?
Me: Is the file supposed to be working with the first date, or the second?
Caller: The second
Me: Okay, so, delete the whole thing then start over.
Caller: But I don't want to lose all my work.
Me: So have your tech people restore it from backup, then send me a copy of the dataset so that I can make certain alterations that would allow you to open the file in the second version of the program.
Caller: OK
Call #2:
Caller: My tech restored the client file
Me: Okay, here's the email add -
Caller: So I tried recreating the second iteration of the file and got the same errors
Me: I thought you were going to send it in to me?
Caller: Well, I didn't think you understood what I was trying to do, so I did the same thing I did the first time and ended up with the same errors.
Me: You'll need to have your tech guy restore the file again.
Caller: He's not going to be very happy to have to help me again.
Me: While I understand your reluctance to talk to him, it's better that we start with a fresh slate.
Caller: Okay, I'll give him another call.
Call #3:
Caller: Hi Mileron
Me: Hi Caller, how'd that turn out?
Caller: Well, the tech guy restored it again for me
Me: Okay, so are you ready to email it to me then?
Caller: No
Me: What happened?
Caller: He tried to create the file himself and had the same problems.
Me: Okay...
Caller: Then, he deleted the dataset and created the file brand new and had the same problems
Me: So did he restore it again?
Caller: No, he refused to, so he decided that it would be better for me to simply start everything fresh.
Me: Was there a whole lot of information that you needed to re-input?
Caller: No, maybe fifteen minutes' worth of work.
Sigh.
I can only imagine working in Techsupport is like The IT Crowd but not funny and more looking at the dead look in the jocks eye telling him that he needs to get rid of the sticky note underneath his mouse laser before it moves and debates on MMORPG's.
Sadly, we had a rule posted when I was working at a help desk many years ago: "Useful things taught by helpdesk: How to get far, far away from helpdesk".
I consider it a rite of passage: Most developers started out doing helpdesk while they were in college, then ran away screaming at the earliest possible moment.
Only the true hardcore people remain. Those are the ones you see posting here. I salute those who hold the fort!
"Silver bullet solutions are rare, silver bullet sales commonplace"
Sometimes it's funny...I can only imagine working in Techsupport is like The IT Crowd but not funny
I don't do helpdesk... I'm a "Network Administrator".Sadly, we had a rule posted when I was working at a help desk many years ago: "Useful things taught by helpdesk: How to get far, far away from helpdesk".
I consider it a rite of passage: Most developers started out doing helpdesk while they were in college, then ran away screaming at the earliest possible moment.
Only the true hardcore people remain. Those are the ones you see posting here. I salute those who hold the fort!
I've got beer to drink and You guys are wasting my time.
(this is not mine, was shared)
A Cautionary Tale
Jesus Goladus. Call that link "Pavlov training." Everytime I hear "where is my data?" I have a sudden desire to vomit.Originally Posted by Goladus
I'm going to chage my wife's "Safe word" to " Where is my data?"
I realized that I put that poorly - no edits in rants. I'll rephrase it to "The people who have IT jobs that require them to be in a helpdesk-type situation from time to time".
Basically, that means every single IT worker. Even if you're a developer, people seem to think that you have a sixth sense for every single file, network drive or odd device that's plugged into the network.
You also know everything about usernames and logins to legacy and specialty systems, even though your job doesn't even REMOTELY relate to these systems
"Silver bullet solutions are rare, silver bullet sales commonplace"
Not really, I was being pedantic.I realized that I put that poorly
I've got beer to drink and You guys are wasting my time.
User 1: Hi, I'm having problems with my voicemail. When I try to check my messages, I get the error "PIN not recognized, please re-enter PIN".
Me: Call the Help Desk.
User 2: Hi, I can't access my voicemail. The system keeps saying "PIN not recognized."
Me: Call the Help Desk. (Also, I email the whole office that if they have problems with their voicemail PIN, they need to call the Help Desk.)
User 3: Hey, did you hear we're having problems with voicemail? Something about my PIN being expired, but also not being recognized.
Me: I did indeed hear there's problems with voicemail, however I have no control over that. You'll have to call the Help Desk.
User3: Why should we call the Help Desk for voicemail problems? You plugged in the phones.
User: My desk phone won't call in and out
Me: Unplug the phone and plug it back in after 15 seconds. You'll lose network connectivity for 2 minutes.
User: I'm on a conference call
Me: But if your phone won't call in and out, how are you on the conference call?
User: I'm listening to the session on my (tiny) PC speaker.
Me: Use your cell phone?
User: I don't want them to have my cell phone number!
Me: I have no other options for you. You'll have to make do.
I don't know what to tell these people other than "fine, suffer".
I just say "Is there anything else I can help with? No? Have a nice day."
------------------------------------------
I *AM* the Chinpokomon master!
I think all these high end degrees that more and more jobs today should have a required new course "common sense 101."
Today we sail
On the Solar Rail
For there's much we just don't know
So farewell with a kiss
Then it's fast for the mist
Till we're sleeping in the cold below
"Are there any other technical problems I can help you with? No? Have a nice day."
Without that specification I can very occasionally expect to get answers on the level of "My cat keeps peeing on me and I can't afford the vet bill to get him checked out" from some of our end users.
I should start writing down the weirdness so I can share it here.
For copyright purposes, all of my posts are covered under the "Do What The Fuck You Want To Public License"
http://sam.zoy.org/wtfpl/
Noone should sue or be sued ambiguously.
Email from user: X person got a new computer from you guys but there are a bunch of icons on the old computer's desktop like shortcuts. How do we get those onto the new computer?
Fellow Tech: Fire up the old computer, create a folder on the network drive, then copy or save everything you want on the new computer to that folder. Once that's done, have the user go to the network drive and copy them back down.
Return e-mail from user: Please provide detailed instructions on how to "save to folder".
For copyright purposes, all of my posts are covered under the "Do What The Fuck You Want To Public License"
http://sam.zoy.org/wtfpl/
Noone should sue or be sued ambiguously.
Another one from this week:
Email from user with screenshot of windows explorer: "when we want to attach documents to an e-mail, this window comes up. The name column is too short for us to see the letters of the network drives. Please make it wider."
Return e-mail from tech: "You can re-size the Name column by dragging it to the right or you can position your mouse cursor between the top bar of the two columns (in this case Name & Type) and double click, this will automatically extend it to the current maximum length of the Name column."
Seriously, this is windows 101, this guy has been using windows computers for well over a decade and is the MAIN TECHNICAL CONTACT AT THE SITE.
I'm waiting for the tech to forward me a return e-mail on Monday saying "This is not working, it just re-orders the columns. Fix it."
For copyright purposes, all of my posts are covered under the "Do What The Fuck You Want To Public License"
http://sam.zoy.org/wtfpl/
Noone should sue or be sued ambiguously.
Question for those of you in tech support. When I set up a new computer, there are certain actions that need to be performed by the end user. For example, when using various terminal services programs, on first use, the user will be prompted to select a server. In our setup, if they simply hit browse, only one option comes up. When they open Microsoft Office for the first time, they might be asked if they want to have automatic updates sent to their computer. Setting their default printer is another example.
My non IT boss seems to think that I should be able to configure all of these first time log-on settings for the end user and that my distributing directions to them is too "techy". Since these options, to the best of my knowledge, can only be done by the end user, I ask users for their passwords so I can do it for them. This creates problems when they need to use another computer that hasn't been "custom" set up for them by me. They are lost and can't work until I assist them.
How are these things handled in other companies? Our workforce tends to be non-computer literate but I feel my hand holding is hurting them more then helping them.
I'm the only IT in our company so I might be managing a large project with outside vendors and need to quickly switch gears because someone needs help printing from Excel.
Our terminal services application saves profile data in file specific to that user. When we upgrade one of the shared machines that a dozen of the operators use, I copy all the profile files over and they're good to go. But yes, there are other apps that require at least one login to set up a profile of some sort.
Greenshot. LOTS of pictures.
A crayon font is also sometimes helpful.
I usually configure everything including the stuff the user has to do, but then I also physically install their new machine and tell them what has changed. Also, move local files from their old PC even though nothing is supposed to be saved locally.
Saves me the headache of explaining why their shit is gone.
Today: "my screen is blank." - while I tried to get a SQL database back up that had an error message. "Give me a minute, I'll be right with you" I said. She just stands there and repeats her plea not once but twice, ruining my train of thought.
Walk over, hit power button on monitor, fixed.
I'm with stupid.
LOL I think I am going to try this.
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