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KillHour posted:Can't wait for this post to be an exhibit in a lawsuit. Lmao. Keep dreaming.
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Oct 19, 2022 02:04
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FISHMANPET posted:I think there's a pretty wide gulf across the industry on what exactly "Service Desk" is supposed to do. We have a Service Desk that can handle a few frequent things like password resets, and then knowledge base articles that tell them which T2 to escalate to, there's no expectation, or even really room for troubleshooting in that role. Even the T2 teams are mostly just following procedures and have very little option to do real troubleshooting. So hopefully people are making expectations clear with their Service Desk that you expect them to research and troubleshoot on their own, and not just escalate if it's not one of 12 procedures they're explicitly trained to do. I'm paid like the script follower but expected to work like a T3 on everything that sucks poo poo Don't work for small nonprofits I guess
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Oct 19, 2022 02:05
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Wasn't it sickening that had the support platform leak on uh, whatever company that was. Was it someone else? Tell me I'm bad doodoo compared to him.
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Oct 19, 2022 02:07
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FISHMANPET posted:I think there's a pretty wide gulf across the industry on what exactly "Service Desk" is supposed to do. We have a Service Desk that can handle a few frequent things like password resets, and then knowledge base articles that tell them which T2 to escalate to, there's no expectation, or even really room for troubleshooting in that role. Even the T2 teams are mostly just following procedures and have very little option to do real troubleshooting. So hopefully people are making expectations clear with their Service Desk that you expect them to research and troubleshoot on their own, and not just escalate if it's not one of 12 procedures they're explicitly trained to do. I agree. Our place was a special kind of hell in that they tried to be ITIL compliant with a tiny shop. So they made SD do the ITIL foundations cert which I think mentions that SD should be more password reset and triage focused. The actual expectation was that they should at least try to do basic troubleshooting before escalating because of how small the team was, though.
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Oct 19, 2022 02:09
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jaegerx posted:Wasn't it sickening that had the support platform leak on uh, whatever company that was. Was it someone else? quote:Tell me I'm bad doodoo compared to him. ok
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Oct 19, 2022 02:10
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tokin opposition posted:
No. Do your time in the poo poo factory.
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Oct 19, 2022 02:11
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i am a moron posted:No. Do your time in the poo poo factory. Where else will you learn the people skills you need to succeed in this industry?
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Oct 19, 2022 02:15
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jaegerx posted:Wasn't it sickening that had the support platform leak on uh, whatever company that was. Was it someone else? https://www.bleepingcomputer.com/news/security/palo-alto-networks-error-exposed-customer-support-cases-attachments/ This wasn't me, but this was someone who also came to the same results as me but by their helpdesk being dumb.
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Oct 19, 2022 02:18
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i finish most of my tickets in the first hour and spend the rest of the day reading manga and i have years of experience in social services. I guarantee you I could beat your rear end in the social skills dojo please all i want to do is automate all the drudgework my boss won't let me and make our inventory system not a loving excel spreadsheet
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Oct 19, 2022 02:20
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The Dreamer posted:We went through three of those fuckers before we finally got a guy that could actually troubleshoot worth a drat. Problem was the rest of his team sucked so bad that he got burned out in the first couple of months. I've promised them promotions.
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Oct 19, 2022 02:22
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tokin opposition posted:i finish most of my tickets in the first hour and spend the rest of the day reading manga and i have years of experience in social services. I guarantee you I could beat your rear end in the social skills dojo Okay. I think our helpdesk is hiring.
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Oct 19, 2022 02:28
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tokin opposition posted:
once it is earned we will have it, that simple But actually im looking for a different helldesk role that requires no brain but does allow training/certs since I've been doing the brain part for a bit now and what I haven't had time for is training/certs
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Oct 19, 2022 03:09
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tokin opposition posted:
Your problem is that you might be trying to be honest in a world full of liars. Go big and fake it until you make it friend.
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Oct 19, 2022 03:12
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ASAPRockySituation posted:once it is earned we will have it, that simple I can give you 5 hours a week
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Oct 19, 2022 03:12
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Sickening posted:Your problem is that you might be trying to be honest in a world full of liars. This is the way. We live in a world that rewards delusional self confidence and by god it pays off.
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Oct 19, 2022 03:24
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Cat Army
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just put devops on your linkedin.
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Oct 19, 2022 03:26
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Sickening posted:The universal thing that all companies have agreed on is that the service desk is for people who make poo poo money. Counterpoint, I'm pretty sure I saw DBT hiring a CSA position that paid $180k. Pretty sure that their version of a help desk requires some pretty in-depth knowledge of their product though.
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Oct 19, 2022 03:28
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jaegerx posted:just put devops on your linkedin. DevOps of CustOps
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Oct 19, 2022 03:37
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NPR Journalizard posted:Counterpoint, I'm pretty sure I saw DBT hiring a CSA position that paid $180k. GCP support recruiter said it would pay like $160-200k, which is remarkable considering the execrable quality of GCP Support. I said no - 6 months of helldesk is quite enough for one life. And then they laid off all their US support staff a month later lmao.
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Oct 19, 2022 03:40
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The Iron Rose posted:GCP support recruiter said it would pay like $160-200k, which is remarkable considering the execrable quality of GCP Support. I said no - 6 months of helldesk is quite enough for one life. No executive bonus can be missed.
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Oct 19, 2022 04:53
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tokin opposition posted:When the gently caress is the forums going to upgrade to edge so mean 
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Oct 19, 2022 05:10
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Internet Explorer posted:so mean Still works for me, the cisco thread sucks though.
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Oct 19, 2022 05:21
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Internet Explorer posted:so mean look up this new methodology called "edging," I'm told network engineers love it
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Oct 19, 2022 05:24
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jaegerx posted:Still works for me, the cisco thread sucks though. I don't know what you want me to tell you. I can't make networking interesting.
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Oct 19, 2022 05:40
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Networking is only interesting when it's broken, and that's only because watching the network guy sweat and swear is entertaining. He's a Newfie so every time something falls over I learn a new curse word/phrase.
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Oct 19, 2022 05:48
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Internet Explorer posted:I don't know what you want me to tell you. I can't make networking interesting. Are you saying that the cloud has replaced networking?
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Oct 19, 2022 05:59
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Antioch posted:Networking is only interesting when it's broken, and that's only because watching the network guy sweat and swear is entertaining. He's a Newfie so every time something falls over I learn a new curse word/phrase. Networking is supposed to be boring, that means you designed and implemented it right. Like our network... isn't  At least our on-call people don't get call-outs every week, but it happens more often than I like. A few years back we had to shut down service for about 18 hours, it affected a few hundred thousand people, and made national news. The root cause? A broadcast storm in a large L2 network that we still haven't been able to retire  At least we have mitigations in place now, but I don't like it. gently caress dealing with SCADA protocols from the 90s.
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Oct 19, 2022 06:07
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Internet Explorer posted:so mean Microsoft Edge Microsoft Edge 365 Edge 365 Edge 365 Web Web Edge 365 Web 365 Microsoft Web 365 Microsoft 365 Web
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Oct 19, 2022 06:26
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My boss has over the past 10 years trained our subset of users (~400 people) to skip calling the help desk and come directly to us with any problems. I don’t know what they were thinking but I’m doing the slow, slow work of undoing the damage while searching for another job.
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Oct 19, 2022 11:19
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The Iron Rose posted:GCP support recruiter said it would pay like $160-200k, which is remarkable considering the execrable quality of GCP Support. I said no - 6 months of helldesk is quite enough for one life. They contacted me for a some Solution Engineer GCP position or some such but the schedule was brutal so I turned it down on that alone. This was weeks before google's announcements and the people I interviewed with are likely not there since this was all in Austin. P.S they pay less in  for the same job, and just slightly modify the title.
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Oct 19, 2022 12:27
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Internet Explorer posted:I don't know what you want me to tell you. I can't make networking interesting. But what about corporate retreats?
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Oct 19, 2022 12:37
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I havent done enterprise networking in like 3 years now. The only "interesting" bits were midnight fiber cuts, and fighting cisco bugs left and right that required code upgrades which introduced other new and exciting bugs.
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Oct 19, 2022 14:27
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Ticket subj: Computer won't turn on. Resolution: Computer missing/stolen, ticket closed.
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Oct 19, 2022 14:29
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When I was a low level T1/T3 support admin it was call after call from fussy customers that lost one packet in an hour long ping test who demanded we figure it out and fix it.
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Oct 19, 2022 14:33
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xzzy posted:When I was a low level T1/T3 support admin it was call after call from fussy customers that lost one packet in an hour long ping test who demanded we figure it out and fix it. "Cosmic ray buy ECC memory" *click*
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Oct 19, 2022 15:19
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xzzy posted:When I was a low level T1/T3 support admin it was call after call from fussy customers that lost one packet in an hour long ping test who demanded we figure it out and fix it. I am dealing with this right now. A line of data showed up with the decimal in the wrong place and they are demanding I explain how and why it happened. It is not that someone mistyped when entering the data, no it is our software and we need to get Dev involved right away.
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Oct 19, 2022 15:42
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Zil posted:I am dealing with this right now. A line of data showed up with the decimal in the wrong place and they are demanding I explain how and why it happened. It is not that someone mistyped when entering the data, no it is our software and we need to get Dev involved right away. I used to hate poo poo like this when I managed Business Systems. 99% of the job was defending the system against people who clearly hosed up but would just say "no, I entered the data correctly, the system is just WRONG". Then you'd show them the transaction log showing their fuckup and they would go radio silence.
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Oct 19, 2022 15:44
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Oct 19, 2022 16:28
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I am so glad that by the time I was applying for jobs in a professional sense that online job boards were solidly a thing. Not great, but at least a thing. How in the gently caress people got jobs before I will never know.
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Oct 19, 2022 16:50
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They walked into a shop, asked for the manager, gave a firm handshake and a resume, just like boomers insisted I do. Absolutely hosed.
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Oct 19, 2022 16:52
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