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WhoNeedsAName posted:Our T1s have one of those too but have taken it upon themselves to completly ignore it I used to work in webhosting, our T1 had pretty unprecedented access to fix stuff, and we even sent them to a week long "How to fix this poo poo" class. We had a 10 step basic troubleshooting guide that had steps like "Telnet to the service port that isn't working 25 for mail 80 for web and paste the results into the escalation template" or "Press this button to rebuild the httpd.conf file" and it also acted as a template for escalating tickets up the chain. The whole process that fixed maybe 80% of tickets took a grand total of 2 minutes to complete if you knew how to use your fingers. Meanwhile in Sysadmin land I still got tickets with escalation notes that say "Customer is saying it isn't working". This eventually led to a series of scriptwriting competitions in the sysadmin dept that eventually resulted in competentT1.pl, a script that did all the poo poo they were supposed to do and then would prompt you to run a relevant script to fix it.
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Jan 29, 2015 17:50
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Rhymenoserous posted:I used to work in webhosting, our T1 had pretty unprecedented access to fix stuff, and we even sent them to a week long "How to fix this poo poo" class. So you pretty much scripted your helpdesk. Awesome.
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Jan 29, 2015 17:52
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Turns out computers were better at following the scripts all along
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Jan 29, 2015 17:58
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Eldercain posted:Turns out computers were better at following the scripts all along Especially when you include a crappy voice recognition module. "It sounds like you're having trouble with your internet connection. Is that right?" "Yes" "It sounds like you want to upgrade to the premium bundle for only $129.99 more than you're currently paying. Is that right?" "What? NO." "Thank you for upgrading. Your bill will be applied retroactively to the beginning of the month. Have a nice day!"
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Jan 29, 2015 18:09
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m.hache posted:So you pretty much scripted your helpdesk. It was that or work 6 hours of overtime every day to do the poo poo that they would dump on us. Ultimately 3/4th of the ticket queue, basically anything that wasn't a password reset would be dumped onto us. Basically departments went home/worked overtime based on the state of their queue. Around 4PM 1st shift helpdesk would start mass escalating things to the sysadmin dept so their queue would look good. The sysadmins were told we couldn't de-escalate because it increased the time to repair which wasn't very "Customer Focused" and they flat loving refused to fire people for doing jack poo poo all day. I still blame the ditching top 10% tech incentives are what killed T1's willingness to do anything but navel gaze all day. When I was in the tech pit the top 10% of the ticket doers (Completed tickets /w no re-opens, tickets the customer rated were weighted heavier) would get a monthly bonus, and before I moved into the Sysadmin group I got that loving bonus every month. The bottom 10% got a counseling statement that said "Do better or find a new job" and the system was weighted enough that as long as you were within farting distance of the average group you really had nothing to worry about (The bottom 10% often ended up working out to one or two people who were just loving awful). They got rid of this stuff, did away with bonuses/employee of the month/pretty much everything and shock of shocks, the department spiraled into the gutter. I like non vague quantifiable incentive based bonus structures. I don't have one right now and qualifying what gets me a raise/bonus is basically voodoo. I also miss the extra 2-300 bucks a month I got on top of the yearly top performer bonus, all added up it came out to a pretty penny for a guy doing his first IT job.
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Jan 29, 2015 18:11
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The Fool posted:"good enough" for some people is fine. However, that doesn't change the fact that benchmarks put MSE's detection rate 30-40% behind every other AV program on the market. On top of that, anecdotaly, MSE does absolutely nothing to prevent modern adware and many newer ransomwares. "Detection rates" mean little in actual use, and most software isn't all that proactive in preventing modern adware and ransomware. Mandatory adblock's much more useful in any environment to be honest.
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Jan 29, 2015 18:57
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Che Delilas posted:Especially when you include a crappy voice recognition module. gently caress these things. gently caress them so hard. usually whenever I hear them, I spam the # key until the system soft locks and they transfer me to an actual person. except in the cases where they have it hang up on you because gently caress YOU ARGH*UINWEPTN)W _T JW)EPO JT)OIW HNETPOOI$ NT )P#$NTUOI NWEFPO WNEIR J#)_$PER J)P#$ JR_WJ$)_T K#MOFNDSLK
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Jan 29, 2015 19:27
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Migishu posted:gently caress these things. gently caress them so hard. There are some of those systems that use voice recognition that can detect swear words and will transfer to a live person if you curse at them enough.
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Jan 29, 2015 19:28
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I always love getting 4 options deep into an IVR to find out you're in the wrong section but no way to go back so you have to hang up and start over.
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Jan 29, 2015 19:29
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pr0digal posted:There are some of those systems that use voice recognition that can detect swear words and will transfer to a live person if you curse at them enough. This is something I learned a long time ago, and it's my favorite thing to do. Years ago I worked at Radio Shack and there were a lot of places we had to make calls to. Was great training newcomers this "one weird tip".
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Jan 29, 2015 19:48
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Nintendo Kid posted:"Detection rates" mean little in actual use, and most software isn't all that proactive in preventing modern adware and ransomware. Mandatory adblock's much more useful in any environment to be honest. I'm glad that's your carefully considered opinion but it's still a better metric than "I just don't think so."
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Jan 29, 2015 19:58
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I do tier 1, 2 and sometimes 3 stuff at my current place. Unfortunately there's no opportunity to make the jump from helldesk to the sysadmin group and that sucks.
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Jan 29, 2015 20:16
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m.hache posted:I always love getting 4 options deep into an IVR to find out you're in the wrong section but no way to go back so you have to hang up and start over. Hey, there's only a 30 minute hold until you got to that point! 
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Jan 29, 2015 20:19
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notwithoutmyanus posted:Hey, there's only a 30 minute hold until you got to that point! I just keep going until I get a person at that point.
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Jan 29, 2015 20:31
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A computer came in, attached to a mildly autisitic girl. She "Knew all about keeping her computer up-to-date" and would download EVERYTHING that would "update" her computer. She also liked have 30 tabs of about 5 webpages open at any given time. Mind you, her home computer wasn't working because she "updated it" and couldn't do some of the schoolwork at home because of this.
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Jan 29, 2015 21:16
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m.hache posted:I always love getting 4 options deep into an IVR to find out you're in the wrong section but no way to go back so you have to hang up and start over.
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Jan 29, 2015 21:42
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A CIO came in... to my office. Yelling on his phone about how a VP called up someone else in IT and bullied them to tears over something. Then he wandered out into the hall, yelled some more, wandered back in to my office even farther, quickly apologized when I gave him the "can I help you?" look, and stayed out in the hall until the end of his call. 
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Jan 29, 2015 22:56
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pr0digal posted:There are some of those systems that use voice recognition that can detect swear words and will transfer to a live person if you curse at them enough. This is my excuse the next time my supervisor overhears a calm, steady stream of filth coming from my desk.
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Jan 29, 2015 23:12
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pr0digal posted:There are some of those systems that use voice recognition that can detect swear words and will transfer to a live person if you curse at them enough. Somebody in AT said that those systems don't actually use voice recognition: your answer is listened to by someone in a call centre and they choose the appropriate menu option for you. I felt terrible when I read that - I used to use that opportunity to say some very, very bad things that a person should not hear.
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Jan 29, 2015 23:31
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The Fool posted:"good enough" for some people is fine. However, that doesn't change the fact that benchmarks put MSE's detection rate 30-40% behind every other AV program on the market. On top of that, anecdotaly, MSE does absolutely nothing to prevent modern adware and many newer ransomwares. Benchmarks really mean jackal. Every other AV on the market is a massive system hog and has its own form of adware included. Echoing someone else, most AV's don't deal with any adware or ransomware well if at all. I'll take the free solution that covers all but the worst offenders, and doesn't grind my system to a halt hindering my productivity.
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Jan 29, 2015 23:37
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Potato Salad posted:This is my excuse the next time my supervisor overhears a calm, steady stream of filth coming from my desk. My boss says if he doesn't hear a constant litany of swearing from my desk he assumes I'm not working. He's not wrong.
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Jan 29, 2015 23:44
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spog posted:Somebody in AT said that those systems don't actually use voice recognition: your answer is listened to by someone in a call centre and they choose the appropriate menu option for you. A family member who works for a leading speech recognition company told me that it was voice recognition (at least on some systems) So maybe it's both! 
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Jan 29, 2015 23:45
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Apparently some companies use voice recognition software, but some go for the cheaper alternative of voice recognition Indians. edit: and as I understand, when they go the outsource route, its usually indians who do not speak english, but are trained to respond to certain combinations of sounds and route you without knowing what is being said.
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Jan 29, 2015 23:48
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RFC2324 posted:Apparently some companies use voice recognition software, but some go for the cheaper alternative of voice recognition Indians. The idea of a mechanical turk voice recognition system sounds like it'd be more trouble than actually just having a VR system, to me.
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Jan 29, 2015 23:57
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spog posted:Somebody in AT said that those systems don't actually use voice recognition: your answer is listened to by someone in a call centre and they choose the appropriate menu option for you.
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Jan 29, 2015 23:58
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Ursine Asylum posted:The idea of a mechanical turk voice recognition system sounds like it'd be more trouble than actually just having a VR system, to me. Speech recognition is HARD. Between the various accents, the ways people phrase things, and the less than ideal bandwidth you have during a call, real deal VR is difficult to do cheaply enough to be worth it. That's why you can seriously outsource the initial call to a mechanical indian system, give them 8 big buttons for each major issue, and feed them the 10 second clip of you 'stating the problem or issue'.
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Jan 30, 2015 00:20
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"Visual voicemail" is all Indians because the ~20% error rate of voice recognition looks absurd in text form. Going rate is about a quarter a voicemail.
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Jan 30, 2015 04:09
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hihifellow posted:A CIO came in... to my office. Yelling on his phone about how a VP called up someone else in IT and bullied them to tears over something. Then he wandered out into the hall, yelled some more, wandered back in to my office even farther, quickly apologized when I gave him the "can I help you?" look, and stayed out in the hall until the end of his call.
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Jan 30, 2015 14:57
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Rawrbomb posted:Every other AV on the market is a massive system hog and has its own form of adware included. this isn't true. at. all.
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Jan 30, 2015 15:24
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Collateral Damage posted:Some people are just incapable of sitting or standing still while on the phone. With a desk phone they're tethered to the immediate area around their desk, but mobiles have greatly increased the area they roam. I do this. Hour long family phone calls are a good bit of exercise as I pace incessantly. Friend's boss told her that maybe if she closed some browser tabs the database wouldn't respond so slowly  IT guy was in the room installing something and just had this huge grin on his face.
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Jan 30, 2015 15:24
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So a customer bought a replacement DC jack for their laptop, and brought the thing in for us to do the replacement for them once they realized it requires soldering. Fine, we do that sort of thing all the time. They even helpfully got things started for us by carefully removing the motherboard. It's wrapped in a nice fluffy tea towel for safety.
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Jan 30, 2015 15:27
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Entropic posted:So a customer bought a replacement DC jack for their laptop, and brought the thing in for us to do the replacement for them once they realized it requires soldering. Fine, we do that sort of thing all the time. They even helpfully got things started for us by carefully removing the motherboard. It's wrapped in a nice fluffy tea towel for safety. And lost a bunch of screws in the process
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Jan 30, 2015 17:10
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go3 posted:this isn't true. at. all. If people don't want to think that the AV market has evolved over the last 5-8 years, then that's on them. I'm not worried about it.
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Jan 30, 2015 17:21
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The Fool posted:If people don't want to think that the AV market has evolved over the last 5-8 years, then that's on them. I'm not worried about it. I like Sophos for enterprise. Its one of the few pieces of software we have going that doesn't seem to be infuriating. All symantec products seem to have de-evolved however and should be avoided at all costs, av or not.
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Jan 30, 2015 17:23
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Sickening posted:I like Sophos for enterprise. Its one of the few pieces of software we have going that doesn't seem to be infuriating. Webroot and Vipre are also pretty effective, light weight and cost effective.
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Jan 30, 2015 17:30
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Sickening posted:I like Sophos for enterprise. Its one of the few pieces of software we have going that doesn't seem to be infuriating. I've had good experiences with Sophos and ESET. Kaspersky seems to do well, but I don't know if they even offer any business products. Pretty much any Symantec/Norton and McAfee product is just terrible though. Which is kind of my point. The AV market has changed considerably other the last 5-8 years, Symantec's and McAfee's product share has been continually eaten away by solid companies with solid products.
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Jan 30, 2015 17:41
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I really wish people would stop using Norton and Mcafee as the baseline for AV software. Every time I hear "AV is crap" its because the person has used one of those two and hasn't looked around enough for the decent ones.
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Jan 30, 2015 17:43
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The Fool posted:I've had good experiences with Sophos and ESET. Kaspersky seems to do well, but I don't know if they even offer any business products. symantec, I just can't get away from it! Our client that uses it is supposedly trying to get away from it... except they just renewed the near 6000 licenses they have for another year! Pretty sure I'll have PTSD from dealing with it.
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Jan 30, 2015 17:52
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Langolas posted:And lost a bunch of screws in the process Screws we can replace, I'm more worried about static. Like the guy that brought us a processor to show us to ask if it would be compatible with his machine. Loose in his pocket, jangling around with his keys. 
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Jan 30, 2015 17:58
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Update: Got laid off! 
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Jan 30, 2015 18:49
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