<< Brian.....I'm glad you have experienced what I have experienced too!!....I want people to know the truth about HELP DESK CALL CENTERS. I am a good person by nature and even try to help as much as I can but when my job security heavily relies on my abilities to be nice, BS the caller and get off the phone and onto the next call asap....then I'll do it every time to the best of my ability! Sorry folks...but SCREW the poor sap calling in for tech support! It's my job that's on the line and until upper management takes notice of how wrong this is, i will continue to do it because I may be a hypocrite tech in all of YOUR eyes but in MANAGEMENT'S eyes.......I'm their ACE in the HOLE, number 1 top dog!! >>
Blah blah blah...
<< I'm glad a few of you people see how it really is in a Help Desk enviroment so you don't think I'm talking out of my tush here......As for the Monkey fellow who said that he will help the user every time resolve the issue, even if it costs him his job..... >>
I guess that would be me.
<< well, Perhaps Richard Dreyfuss would aplaud that, >>
Huh?
<< but my friend....you are a numero uno....... >>
Yes, I am. And I consider my morals to be very important.
<< A$$! >>
You can say ass here DA.
<< Your a failure in Corporate America's eyes >>
And that is a problem?
<< and youv'e even ruined your resume because of your moral beleifs >>
I have gotten two much better tech jobs since then despite the minor setback. I explain what I did, why I did it, and why it was wrong (yes, there was something wrong with what I did in particular). It has not caused a problem. And just to clear things up a bit, I did not get fired for my call times or how I helped the customers... Well, not exactly..
<< Mybe I'm the idiot...maybe I'm the fool.... >>
I wont disagree with that one.
<< but I will continue to put food on my table and drive a slick car and have all the little pleasures in life >>
I do just fine. In fact I have almost doubled my salary since then.
<< because I am catering my Call Center styles to cater to the expectations of what my company has outlined...... >>
It does not bug you that this screws someone else, someone that you are supposed to be helping, over?
<< It wont change until some of you "legitimate techs" start taking a stand and helping redefine and restructure what a true Call Center Help Desk Analyst's priorities should be.... >>
Im not management material. I wont be able to fix that. It should be the point of management to do a good job, but all they see if the dollars. Much like you.
<< Its all about the dollar. That is why I could never do tech support. I like to go home having earned my money like everyone else but I also need to feel like I accomplished something. >>
I accomplished something when I worked tech support. I helped customers. I helped a lot of customers. I felt good when I went home.
And if any of you that see my posts a lot wonder if I was the same way on the phones as I am here, the answer is yes