All of the analysts and I on the shift at The Matrix are in agreement that several members of the staff are somewhat lacking in their work ethic. For quite a while, we’ve been noticing that they tend to go out of order and cherry-pick the easy tickets to transfer, or the emails where an epileptic squirrel mid-seizure could do in about ten seconds flat, to create tickets. Tickets or emails that require a little bit of thought, they completely ignore, but when the aforementioned easy ones come in, they can’t call those fast enough. More than a few times, when the analysts have asked why the emails/tickets were skipped, it was often met with silence or ignorance as to their existence, when we know that to not be the case.
Also, they have a bad habit of calling tickets/emails after someone else called it and had worked on it. It’s even money whether they even listen to us when we tell them that it was already worked on, which often creates more work, since we have to go back and delete their ticket. And dovetailing off that, we’re frequently annoyed by the fact that they seem to be ignoring the group IM chat, which often leads to the issue I just mentioned. When we try to raise them for something or ask them a question, we’re often forced to call them or send them a separate IM to try and get their attention.
It’d be one thing if it were a few isolated incidents here & there or two people occasionally calling the tickets at the same time, or if two emails come in back to back (with all of us being scattered on different Exchange servers, sometimes emails that come at the same time show up in different order for different people), but it’s been a persistent issue for some time, one that us three analysts have discussed with $supervisor several times. If he did say something to them after we brought it up, we simply don’t know, since the problems continue. And this past week, it got to the point where I was volunteered by the other analysts to send an email to $divisionChief with those concerns. None of us really wanted to go over $supervisor’s head, but like I said, we previously brought our concerns to the fore, and as far as we can tell, not much of anything was done or said to remedy the situation. And the first time we said something, $supervisor seemed, at best, aloof to the situation, and basically told us that because we were analysts at a higher pay grade than the specialists, we were expected to do more work, without being overly specific beyond that. We were left puzzled since all we were trying to accomplish was to ask that things were done in the order they came in to avoid confusion & prevent unnecessary extra work by having to figure out who did what and when, or go back to see if things were skipped.