As somebody who works in service desk, we love it when the users let us work away. Don’t go too far though, I might need you on standby to enter your creds
I don’t do support like that anymore, but I hated users dropping off their laptop and stating they would be back after their one hour meeting only for you to need their credentials within 2 minutes and the person not showing back up for several hours, to then complain it’s not fixed. And no, I refused to reset their password without consent. Usually they wouldn’t even give you the time to ask for that.
Ugh… There’s this sales / tech guy for this atrocious software I have to use. Everytime I have an issue and report it to him, he’s like “Oh, give me remote access and let me see if I can fix it right away.”
Dude… You have full access to my terminal server and in general the issues I report are not specific to my user account. So please let me work and do your thing without bothering me. When you have a lead and need my input please report back to me.
I take it as a break. Hang out on my phone and let them figure it out.
As somebody who works in service desk, we love it when the users let us work away. Don’t go too far though, I might need you on standby to enter your creds
I don’t do support like that anymore, but I hated users dropping off their laptop and stating they would be back after their one hour meeting only for you to need their credentials within 2 minutes and the person not showing back up for several hours, to then complain it’s not fixed. And no, I refused to reset their password without consent. Usually they wouldn’t even give you the time to ask for that.
Ugh… There’s this sales / tech guy for this atrocious software I have to use. Everytime I have an issue and report it to him, he’s like “Oh, give me remote access and let me see if I can fix it right away.”
Dude… You have full access to my terminal server and in general the issues I report are not specific to my user account. So please let me work and do your thing without bothering me. When you have a lead and need my input please report back to me.
But the more obtrusive his support is the harder you work to sort out your own problems.
And if he doesn’t log at least 6 hours worth of work, there’s either going to be every structure or maybe they’ll offshore his support.