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Cyrano4747 posted:I'm 100% with you on this, IT staff that are actively hostile towards the end users for not being as good at computers as they are is loving plague. its this. I run operational IT for almost 30 divisions around the world and i have a grand total of MAYBE 3 people who actually can deal with the higher level scope problems. most of the IT departments at these various companies are ok at what they do, but corporate "we run everything lean in the cloud" protocols lead to stupid poo poo like 1 person trying to support over 100 and you end up with overworked people who have to triage everything because yeah you having to log in twice to office 365 while it inconveniences you is so low on the totem pole o problems that even telling the user "no i dont care" seems like undue effort. i agree that the completely dismissive approach of IT towards users is terrible, but i have seen people just get crushed in the career from the most helpful person in the world into just this husk. Its not like you get thank you cards or anything like "gee the internet is running so well today, thanks for allowing me to function at the job i couldnt do if you werent doing yours" its a complicated issue. (its whoever understaffs or underpays the IT departments fault)
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Sep 29, 2023 17:06
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Also the absolute flood of tickets whose entire sum of information is, "it doesn't work, you need to fix this now!"
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Sep 29, 2023 17:12
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TehRedWheelbarrow posted:its this. My team does support for our platform, a few of our customers send us cookies baskets, coffee gift cards (starbucks, etc). Those guys tickets get resolved _way_ ahead of the SLA. But we're also stupidly lucky that our customer base is mostly the nicest people on earth. The only real downside is that their mostly senior aged people, and the disparity between willingness to learn, and inability to learn is crazy.
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Sep 29, 2023 17:20
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It's the day before I go on a 9 day vacation and I am so far out of fucks to give I have to borrow some to run out of more. Unfortunately it's also the last day I have to submit my YEAR END REVIEW and I'm thinking I'll just phone that in too. Maybe draw a picture of a cupcake to go with it.
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Sep 29, 2023 17:25
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Dameius posted:Also the absolute flood of tickets whose entire sum of information is, "it doesn't work, you need to fix this now!"  oh god this too.
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Sep 29, 2023 17:25
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Dameius posted:Also the absolute flood of tickets whose entire sum of information is, "it doesn't work, you need to fix this now!" Our help desk also likes to write up tickets for one issue when it's actually something completely different. Sometimes they close them. Sometimes they send them to random queues.
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Sep 29, 2023 17:30
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Dameius posted:Also the absolute flood of tickets whose entire sum of information is, "it doesn't work, you need to fix this now!" I help out with tech support for external customers (and by help out I mean am forced to because we can't keep a hire hee hee) and that's just tickets in general. Then you try to help them and they get fidgety when you don't have the fix all bandaid for tech stuff
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Sep 29, 2023 17:43
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If it makes you feel better, no matter how far up the chain you go it doesn't ever stop. You do get better quality tickets more often though. I'm not even in an end user support role, and I still get poo poo like that from internal help desk escalations and application teams.
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Sep 29, 2023 17:48
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I had a QA analyst who would hike up the priority on every bug to High or Critical, which were reserved for show stopper "holy poo poo drop what you're doing" level issues. The excuse was "well otherwise they won't get fixed". Yeah, no poo poo, that's the point of triage.
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Sep 29, 2023 17:54
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Oh no I don't delude myself, I know it's poo poo all the way up, but god drat is it annoying that people expect you to have the magic fix no matter what.
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Sep 29, 2023 17:56
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Dameius posted:If it makes you feel better, no matter how far up the chain you go it doesn't ever stop. You do get better quality tickets more often though. I'm not even in an end user support role, and I still get poo poo like that from internal help desk escalations and application teams. this for real. and if you think internal IT admins are any better about stuff at the 30000 foot view than the 10 foot view just  I got a ticket because microsoft changed the name of a product from a dude with like 15 years at the job and i was like "haha funny joke" and it wasnt one 
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Sep 29, 2023 19:14
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I janitored computers professionally in a past life so all my tickets are logged with excruciating detail about what’s hosed up and all of the troubleshooting I’ve already carried out, and it’s still a coin toss on whether I get a useful answer or the relevant “ok try turning it off and on again please” level response for the system in question.
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Sep 29, 2023 19:19
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Reoxygenation posted:I think the most impressive thing is that for 3 straight years people tried the left door in hopes that it would magically unlock. That is infinitely more impressive than the left key being missing (and possibly presumably being used by someone else to enter the building when no one else is in). To be clear, Scabsy had the correct key to unlock the left door. We've all got keys, or are supposed to. There was absolutely nothing stopping anyone except me from unlocking the door and going on with their day, which other coworkers did. Everyone chalked it up to me having trouble with the tricky doors, and were pretty understanding about it because they're old and lovely and it's not like I'm the first person in the office that often. Scabsy was the only one making a big production about how I'd left one of the doors locked and made her unlock it, implying I was failing to do my job because if someone showed up at 8:05 AM to pay a bill and tried just one door before giving up they'd think we were closed (I do not have a public-facing job and can only cover the front desk in a limited capacity in emergencies). I'm very cranky about it.
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Sep 29, 2023 19:22
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History Comes Inside! posted:I janitored computers professionally in a past life so all my tickets are logged with excruciating detail about what’s hosed up and all of the troubleshooting I’ve already carried out, and it’s still a coin toss on whether I get a useful answer or the relevant “ok try turning it off and on again please” level response for the system in question. This is one of those things where I have to take a couple of deep breaths and remind myself that it's just some poor fucker probably reading a script, like I was all those years ago, and they just want to close this ticket too. But holy gently caress, sometimes you really do want to scream. Most recently was troubleshooting a hosed up child note on a mesh network and yeah, I already tried restarting my modem. Yeah, I already made sure the nodes can communicate with each other. Yeah, I already restarted and reset them all. Here is my very specific problem, here is what I've tried before, here is where I suspect the problem might lie. . . what? Ok, sure, I'll reboot it again. The really funny thing is that after I cobbled a work around I needed to go back and totally re-do it about a year later and their app changed in a way that specifically addressed one of the really dumb things I was struggling with. I know it's unlikely, but a little part of me hopes that the frustrated, never resolved ticket got an actual engineer to look at it  (reality is that it was a bone headedly dumb thing not to include out the gate)
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Sep 29, 2023 19:28
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you probably did, ive seen app notes in azure/aws/palo alto updates that was like waiiiiit. that being said if a company knows something is busted they usually have a "known issues" addedum on software releases if they are reasonably decent to work with.
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Sep 29, 2023 20:01
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Yeah I got nothing then, it's like something you want / should laugh about but really can't because of how stupid and irritating this is 
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Sep 29, 2023 20:21
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The best you can hope for when engaging front line low level support is you get the lottery pull and get the person on the fast track on their way up the promotion train. More likely you'll get a warm body filling a seat that doesn't want to be there as much as you don't want them to be. So you're just building a better case for the escalation you know is coming and just gotta sit back and let the process happen. Capitalism robs the humanity from all of us.
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Sep 29, 2023 20:36
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honestly the best thing you can hope for is standard type customer service courtesy. Joe Random over at Lumen or giant ISP megacorp does not give a poo poo who you are or where you work or how much money you lose unless you have like a 6-7 9 SLA in most cases and if you do you prob already have a dedicated rep to fasttrack you.
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Sep 29, 2023 20:45
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Rawrbomb posted:mostly senior aged people, and the disparity between willingness to learn, and inability to learn is crazy. Both of them together is actually the worst. The absolute worst person I ever had to do IT support for was this super nice like 80 year old woman. She was adamant that every time I come fix her problem that I show her what I'm doing, at an excruciatingly slow pace, so she could write down what I was doing. She could never find the notes, and the one time did, she managed to gently caress up her system preferences, so in addition to fixing the original issue, we had to fix the new one, and of course, she wanted to write it down so she 'could learn how to fix it herself next time'. God bless her ancient heart, she wanted to learn, but she had the retention of a half dead goldfish.
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Sep 29, 2023 22:25
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TehRedWheelbarrow posted:you probably did, ive seen app notes in azure/aws/palo alto updates that was like waiiiiit. There’s a note on Keysight’s website about updating firmware for a specific multimeter that I like taking credit for. Turns out that going from version 1 to 3 bricks the multimeter, but going 1 to 2 to 3 works great. That was a fun day
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Sep 29, 2023 22:32
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Historia Civilis, a Youtube channel that to date has mostly just done videos about colored squares reenacting the assassination of Julius Caesar or the Congress of Vienna, just put out a history of work and whooo boy, he spittin' fire about how dogshit work under capitalism is https://www.youtube.com/watch?v=hvk_XylEmLo Tl;dw - the clock is the creation of facsists and praise Saint Monday.
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Sep 29, 2023 23:22
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TehRedWheelbarrow posted:this for real. and if you think internal IT admins are any better about stuff at the 30000 foot view than the 10 foot view just Christ that just reminded me. The VP of sales googled out company name while at home. She specifically point out it was fine at home because someone did a fucky with Amazon reviews and got us delisted so now there's a Big Internet Scary about never searching for our product or company while at work. Anyway, she googled us and Google did the thing where it goes "also including results for X related thing." In this case, the related thing was a weird snip of a sentence, like "sec craf". She sent a picture of her monitor she took with her phone to the e-commerce team and asked them to please fix it. The ecom team went "it's probably SEO stuff, we can't tell Google what to do". This is the same company where the owner demanded we call Amazon until we got a person on the phone so they could fix their search algorithm because it wasn't showing our stuff when you specifically searched our company. She really expected Bezo to take her phone call because "we make them money"
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Sep 30, 2023 00:39
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Outrail posted:
I know everyone is spazzing out over the password thing, but have you considered just chilling out and unplugging for two months like they suggested? If it's a poo poo show for the org, so be it. Take the pay and massive time off, dude
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Sep 30, 2023 03:31
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VictualSquid posted:Hot new interview question: "describe your ideal boss" I like my bosses how I like my coffee: dark, rich, and bitter.
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Sep 30, 2023 04:11
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Thesaurus posted:I know everyone is spazzing out over the password thing, but have you considered just chilling out and unplugging for two months like they suggested? If it's a poo poo show for the org, so be it. Take the pay and massive time off, dude Honestly I’m with this post. I work non profit and what I’ve learned is there’s always more work, and always more stress. There’ll be plenty to go around when you’re back, so take the two months, gently caress it.
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Sep 30, 2023 13:42
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Capital Letdown posted:Honestly I’m with this post. I work non profit and what I’ve learned is there’s always more work, and always more stress. There’ll be plenty to go around when you’re back, so take the two months, gently caress it. agree and dont give anyone your drat password.
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Sep 30, 2023 14:26
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what can be so hard about not profiting?
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Sep 30, 2023 14:47
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VictualSquid posted:Hot new interview question: "describe your ideal boss" Resigned. In either the emotional or the HR sense.
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Sep 30, 2023 14:48
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VictualSquid posted:Hot new interview question: "describe your ideal boss" dead
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Sep 30, 2023 18:56
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History Comes Inside! posted:lol I’ve just been subjected to an evening of Mandatory Fun in the form of karaoke, then one of the team went home early feeling a bit rough and has just text our outside work group with her positive Covid test oh hell yeah Update on the dumb poo poo my work did - this evening I can’t taste anything lol A+ would karaoke with a plaguebearer again. I thought it took longer than this to incubate? I haven’t been anywhere else that I would have been exposed to covid, I spent the last week in the house being busy with poo poo.
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Sep 30, 2023 21:12
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History Comes Inside! posted:Update on the dumb poo poo my work did - this evening I can’t taste anything lol A+ would karaoke with a plaguebearer again. At my last real job, it took 3 days for me to start showing symptoms and 1 more day before I was two sick for anything. I also suspect I caught it a second time 5 weeks later at that job as it went around again. Because people are loving stupid and it seems like the more authority over others a person has in a company, the stupider they are about basic biology. So you better not take off time while sick, or they’re gonna fire ya’. Also, better not have your productivity slip because you are sick as gently caress and unable to take off of work, or they’re gonna fire ya’. Edit: god I hope I’ve fixed most of my grammatical errors. I hope this isn’t gibberish. :oh dear: Bored fucked around with this message at 22:00 on Sep 30, 2023 |
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Sep 30, 2023 21:58
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I was recently given ownership of an accident investigation that clearly had multiple distinct root causes. In the tool we use to document problems that contribute to such accidents, each problem may have only one root cause. Because of this, somehow, the accident-investigation practice of the entire organization for years has allowed only one root cause for a given accident. This of course makes no loving sense, and being dumb enough to question it, I actually read my organization’s official process documents and the documentation for the tracking tool. It turns out that both the process and tool allow for, and even assume that, a given accident will have multiple root causes. I traced back the audit log of my accident investigation’s records to figure out why only a single problem would be related to each accident when the process and tool don’t have that constraint. It turned out that the tool has a convenience feature that allows users to clone the accident record into a linked problem record, and this was how problem records were being generated. After cloning an accident record into a problem record, the workflow was considered complete, and there was no consideration that perhaps additional problems might be linked to a given accident. So because there is a quirk in the tracking tool, and nobody thought to question it, essentially every accident investigation for the past decade was worthless. On top of the inability to document the causes of accidents, the various factions of management had been pitted against each other to avoid owning “the root cause”, which caused teams to filter and misrepresent their findings, which made the investigations even more worthless. The accidents in my industry do not physically harm people, but seriously what the gently caress
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Oct 1, 2023 04:10
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Had a boss a couple years ago that kept a baseball bat in his office "in case someone gets out of line" and he also liked to yell at people for stuff that wasn't even in their control. Found out he died a couple months ago. Kinda happy about it, honestly. He was a dick.
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Oct 1, 2023 05:19
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Machai posted:Had a boss a couple years ago that kept a baseball bat in his office "in case someone gets out of line" and he also liked to yell at people for stuff that wasn't even in their control. It’s always nice when a crappy person dies and makes the world just a little bit less awful.
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Oct 1, 2023 08:21
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History Comes Inside! posted:Update on the dumb poo poo my work did - this evening I can’t taste anything lol A+ would karaoke with a plaguebearer again. I think these later variants have a way shorter incubation period than the earlier ones did, which is part of the reason they're so much more transmissible. That said, you could of course have gotten it the both of you from another plaguebearer already before, we're all plaguebearers here lmao
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Oct 1, 2023 10:59
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I am officially covid positive, I had a decent run I guess This means if I’m too sick to sit in front of my laptop and stare at excel tomorrow there is 1 person from my team of 5 available, because the rest of us are dying of the rona or scheduled off.
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Oct 1, 2023 14:52
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History Comes Inside! posted:I am officially covid positive, I had a decent run I guess nobody wants to work anymore
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Oct 1, 2023 15:44
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Thesaurus posted:I know everyone is spazzing out over the password thing, but have you considered just chilling out and unplugging for two months like they suggested? If it's a poo poo show for the org, so be it. Take the pay and massive time off, dude This is kind of like telling a depressed person to just stop being sad, just stop being unhappy. I mean I'm also depressed but yeah. Yes, I should switch off but I don't have an off switch. That's what's contributed to my success but its also what's driving me to an unhappy early grave. I'm trying to relax but trying ready hard to relax is counterproductive. I've put 3 or 4 years of my life into building my programs, and now they've probably hosed up a whole bag of poo poo, possibly smeared my reputation in fairly small industry, and in a month I'm going to have to wade back in and fix everything and deal with the backlog while dealing with chucklefuck board members trying to 'help' using whatever dumb poo poo corporate management techniques they learnt in 1978. It's going to take at least a year to recover and some of the damage is permanent. The days are ticking by like doomsday timer and I'm supposed to just not worry about this and relax. If you can just stop giving a poo poo about something at the drop of a hat good for you, but that's not how all humans work. E: Capital Letdown posted:Honestly I’m with this post. I work non profit and what I’ve learned is there’s always more work, and always more stress. There’ll be plenty to go around when you’re back, so take the two months, gently caress it. I'm trying, it's just very difficult. I had drinks with my staff for the first time this weekend and chatted about the various programs and that was the most relaxed I've been in a while. Actually getting confirmation that most of the day to day is being handled in a way that isn't creating more problems. Outrail fucked around with this message at 16:09 on Oct 1, 2023 |
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Oct 1, 2023 16:03
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Outrail posted:This is kind of like telling a depressed person to just stop being sad, just stop being unhappy. I mean I'm also depressed but yeah. Yes, I should switch off but I don't have an off switch. That's what's contributed to my success but its also what's driving me to an unhappy early grave. I'm trying to relax but trying ready hard to relax is counterproductive. relax.
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Oct 1, 2023 16:09
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ben shapino posted:relax. Lol gently caress you
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Oct 1, 2023 16:11
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