Job well done

The guys and I in the I.T. department don’t always get appreciated for the work that we done. Without us, things around here wouldn’t be this smooth but then again, without the user, we wouldn’t have a job. Every now and then it’s nice to get some positive feedback from the users to let us know that we’re doing a good job. I’ve received a few from some of my coworkers but then of them went as far as emailing my manager.

We have a procedure around here that says a user has to contact the Help Desk for any I.T. related issues. From what the users have told me, the Help Desk might as well be called the Helpless Desk. Our users are very frustrated with some of the Tech Support guys in Orlando and it seems like they do not like the quality of job that those guys are doing.

When a user calls in to open a call ticket, they expect it to be remedied in a timely manner. Usually, Tech Support are Level 1 support so if they take more than fifteen minutes to work on an issue, they should pass it on to the Level 2 support which are the Desk side Technicians, ergo me. People don’t want to be on the phone for hours on end when it would take a Technician a matter of minutes to solve the issue. But lately, that’s the case because it seems like no one wants to call the Help Desk anymore.

One of the engineers called in to the Help Desk because he was having problems with his Outlook email client. He would get an error message and it would keep appearing every so often. The Tech Support on the phone connected to this computer and looked around. He checked the Sent Items folder to see if there’s anything there. My coworker remained the Tech Support guy that “sent items” means that the emails have been sent and recommended that he check out the “outbox” folder. The Tech Support assured him that it in the sent items somewhere. So after looking around for a few minutes, he told my coworker that he’ll have to call the exchange guys because the file that my coworker was sending had a large attachment and it’s probably stuck in the exchange queue.

The ticket was later passed on to someone on the Exchange team and that guy deletes the email and closed the ticket. My coworker on the other hand was still having the same issue so he’s confused as to why the ticket was closed when the issue was still there. He calls back to the Help Desk and asks for a Manager so he can escalate this issue. The manager doesn’t know what to do so he tells my coworker to wait a bit while they try to solve the issue. This ticket was opened last Friday.

My coworker was getting frustrated and couldn’t send out any emails so he gives me a call and asks me to take a look. For an issue that like that has take days to resolve, the ticket should have been forwarded to Desk side Support. I head over to my coworkers cubicle and fixed the problem in a matter of seconds. He was amazed that I came through for him and really appreciated the fact that he can now get back to work. The problem was that his email had an attachment where the files were thirty megabytes in size so he was correctly to tell the Tech Support about the outbox folder. I told my coworker that the recommend attachment size is ten megabytes because that’s an average size limit. He has Gmail and said something about Gmail letting him send files over twenty megabytes but I told him that we’re not Gmail. Our exchange server might not allow for something of that size so to be on the safe size, he should break up the file size to something smaller.

After seeing that I was able to fix his problem in a matter of seconds, he was very happy. He later went on a rant about the Help Desk being incompetent and that they should be fired for not knowing what they’re doing. Part of me agrees with him because sometimes those guys don’t know what they’re doing. It’s no wonder why their turnover rate is so high over there. They need to start hiring people who are trained or at least provide some sort of training so they can assist the users better. The faster they solve the problem, the quicker the user can get back to work.

My coworker sent out an email (since he’s about to now) to my manager letting him know that I did a good job. “Over the course of the last 10 months, Don Khuth helped me many-many times with the IT-related questions. Don performed it much better (quicker, politely, with feedback and follow-up) than the 5656 team which wasted a lot of my time. If the IT department has a Recognition program similar to the one we have in engineering, I would most willingly nominate Don for the Golden Award for his quick, competent and patient help.” My coworker’s kind words are much appreciated. After a stressful week, it’s nice to know that what you do at work means something to someone.