MANAGER: I need to know, in your opinion, how technically proficient is my staff? ME: Well, earlier this week, one of your staff members came to me for help because her computer wouldn’t turn on. MANAGER: Uh-huh… ME: I got to her desk, and it was off. MANAGER: Mmm hmm. ME: That’s it. It was [...]
The college runs a Remedy helpdesk solution. One of the deans had a problem with her computer, they created a ticket, and of course Remedy sent a copy of the ticket to her. The problem was that she had set up the out-of-office assistant on her email account, and set it up to send out [...]
(I’m still flabberghasted I took this call. It starts out pretty normally, but ends in a complete loss for word) Caller: “I have two monitors on my computer, and there no image on my left monitor, where everything normally is shown” Me: “Okay, is there any power lights on the left monitor at all?” Caller: [...]
NOTE: The names have been changed to protect the uber-guilty Co-worker: “Hi, thanks for calling the Helpdesk. May I start with your first and last name, please?” Caller: “Hi, my name is Doctor Anna Schneider.” Co-Worker: “Okay, Doctor Schneider. When you call in, you need to press Option 1 for…” Caller: “I’m not a [...]
NOTE: This is a co-worker’s call. Much of it is paraphrased, as the conversation is re-constructed. Caller: “I cannot log into Windows! I know I’m typing in the correct username and password! It keeps saying ‘The information you provided does not match an existing account. The domain may be unavailable, try again in a few [...]
I’m guiding a user through registering her profile on a password system, so she can reset her own password in the future without calling the helpdesk. The first thing to fill out is a 4-digit PIN. Caller: “So, what goes in here?” Me: “You need to enter a four-digit PIN, which is how we’ll verify [...]
Yes, I love Reboot, but this isn’t about the show. At my last tech job I had an interesting situation. A woman brought in her laptop because, according to her, as soon as windows came up it would restart, then again and again. I asked her some of the normal things. Is it asking for [...]
A friend of mine was waiting for his 3rd year project to compile – foolishly not saving his changes first – and decided to browse some porn while he was waiting (despite being in the uni labs… I didn’t want to ask). Needless to say that did not have a happy ending when the machine [...]
I need to start naming my user’s printers this… via: [alistairmcmillan @ Flickr]
As the only support technician at a small company that sells wi-fi controllable devices, most of the calls/emails are about how to get the devices connected to the internet. However one fine Monday morning, the very first email I receive, marked as Important, was a customer rant about how much our devices are terrible. After [...]