Hotlines

I have worked in first level support before. I know the stress, the time limits, the (l)users thinking they know how to solve problems. I habe been there. I have been bloodied.

I sit in second and third level behind a hotline. No fun at all. I will NOT say all hotline workers are stupid moronic useless waste of space. No that is flat out wrong. I WILL say that there are a number of people working IT hotlines are ARE stupid moronic useless wastes of space.

The last ticket I worked yesterday. We rolled out a new CD which installs software to configure a secure connection wiht the internal company netowrk. No big deal right? WRONG! Well atleast for our hotline it was a big deal.

You see we rolled out the PC a few months ago but without a possibality for a UMTS secure connection. Our distributer as he should left the hardware turned off in BIOS. Well just a few weeks ago we got everyhting done and tested. In a meeting and on a installation instruction manual which I wrote, I informed the hotline how this should be handeled.

Now we have roaming techies that were given the job of installing the hardware. Well last friday the first case came in. I wasnÄt at my desk but I heard about it. the hotline took 3 hours to solve the problem. On monday I got the next 2 cases. Both together solved under 30 min.

Today I was called over to the building where the hotline sits. Funny thos people. Anyway the team leader for the HL asked me why my document was not complete. Good thing I printed a copy as well as had my notebook with me......

Lets just say there is one HL worker who feels about 2mm tall right now. If he still has his job this week I will be suprised and disgusted. Basicly he lied to his TL about my document AND the fact that he never knew what needed to be done. So the TL tried to slam me over this and it just wouldn't stick. Those little things that most liars really hate called facts. I had mine and he was left hanging. Little shit.