Since moving to my new team, here’s a short smattering of the kinds of calls I’ve been getting…
“Hi, I don’t know if I got the right group but… (proceeds with the Lord of the Rings in length version of her password problem)”
“Hi, I have a major incident, I can’t log into $program all of a sudden”
“I need a new monitor for my computer”
“Hi I need to reset my password”
Bear in mind, ours is the very last option on the call tree and very clearly states that we only handle major incidents affecting multiple sites, states, regions or the whole country, and not problems with individual computers or user issues. People up the food chain have sworn up and down since March that they will remove our number from the help desk call tree, but have yet to do so, and on a hunch, I called in a few times to one of the other options and the shortest wait time I was quoted was 90 minutes. And when I tell these poor souls they have to call somewhere else, I’m usually met with a mix of indignation, resentment, resignation, requests to be transferred (which we can’t do since our phones have no transfer button), and outright anger since they confuse our inability to help them with an unwillingness to help them. In fact, some local IT shops specifically tell the users to call us directly and avoid the other options entirely, even though we have no way to help them due to our lack of access to many systems.
And yet, between this, the new management that has little to no clue what their doing, the utter lack of direction, being pulled in a half dozen different directions to do things I was never trained to do with programs I didn’t even know existed, the complete absence of anything resembling SOP’s, call lists, or any other written policies on how to perform this job (as well as many other things I haven’t mentioned), it’s no wonder most of the people in my group are actively looking for outside positions, dusting off their retirement papers, or otherwise loooking elsewhere for gainful employment.