[chadfree] Re: Tech Support - Rene (was Peggy- Photo program question_

Well...I did support for both end users AND the IT departments (including
system admins) and I have to say that one wasn't much better than the
other....at least with an end user, you expect them not to have a lot of
knowledge....but what's the excuse for some of these IT people? 

When I go to companies to teach, I'm amazed at some of these system
"admins"....and I'm talking BIG companies...I get there to teach a class and
have to explain to these admins that when they set up Exchange Server,
they're supposed to give these people a global address book, etc.

One time I was teaching a basic Windows class at a VERY big, well known
technical company that will remain nameless and none of the people had
recycle bins that worked...when they deleted something, it was gone-zo....so
I asked the system admin why the company chose to set it up this way and he
said <paraphrasing, but damn close to what he actually said> "That's the way
the recycle bin works on a large network like ours.  It works just like
deleting from a floppy drive.  Because the recycle bin is not on the same
drive as their files, when they delete them, they do not go to the recycle
bin. There's no way to have a recycle bin work on a network."  And, he said
this very smugly, like I was an idiot for not knowing this.  And you know
how much more money he makes than me?  Now, THAT'S depressing!!


Linda
Linda's Computer Stop
http://personal-computer-tutor.com
ABC Free Ezine ~ Free Ebooks and Tutorials
*all outgoing mail scanned by Norton AV.  If you got a bug that looks like
it came from me, it did NOT!

-----Original Message-----
From: chadfree-bounce@xxxxxxxxxxxxx [mailto:chadfree-bounce@xxxxxxxxxxxxx]
On Behalf Of -{ Rene Brehmer }-
Sent: Tuesday, April 20, 2004 9:20 AM
To: chadfree@xxxxxxxxxxxxx; chadfree@xxxxxxxxxxxxx
Subject: [chadfree] Re: Tech Support - Rene (was Peggy- Photo program
question_

At 13:05 19-04-2004, Linda F. Johnson wrote:
><<And believe me, when you do tech support on the phone, and
>you try to help people find a specific tool, and they're not using the
>right program, it takes  a long time to realise why they keep insisting
>that the tool you describe for them doesn't exist ...>>
>
>That's why when I used to work tech support on the phone, my first
>instruction to people was ALWAYS "Click on  the Help menu and tell me what
>it says after the word 'about'."  I don't' care if the programs don't even
>look alike, Rene....people will often insist they are inside one program
>when they are really inside another :-)

That's what I learned from that experience ... hehehe ... Thing is that the 
support I did was for system admins ... and logically you assume that they 
know what they're doing ... In the end it turns out that in many cases we 
had to clean up their messes because they couldn't even follow simple 
directions...

The company I worked for changed the policy to get VPN access to all 
clients as they came by the servers to set it up. That way support could be 
done by simply talking on the phone with the client about what they wanted 
done, and then do it ourselves through the VPN connection.

I never actually handled end-user support over the phone (only 
server/server-admins) myself ... but I know my colleagues that did often 
had to take a few extra breaks hehehe ...


Rene



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