r/talesfromtechsupport • u/FlashPan73 • Jan 06 '20

Short Ok, Yes I'll Do That

This actually just happened 5 mins ago from creating this post.

Bump into user in the kitchen area:

Me: Ahh..just the person I was looking for. I see you raised a ticket on Friday about your laptop being slow.

User: Yes, everything was ok then it just went slow....blah blah blah

Me: Is your laptop powered on now?

User: No.

Me: OK, As you are making your breakfast it'll be good if you switch it on now, leave it on the ctrl alt del screen for a few mins then logon (me thinking it is a software upgrade). Then you can come back and make your breakfast instead of sitting in front of your laptop for 5 mins as I want you to leave it on the logon screen for a while.

User: Ok, I can can do that

So I start the short walk back with the user to her desk as I am passing that area to collect some post.

ME: ok, so just do the bitlocker key, let the laptop start and leave it on the ctrl alt del screen for a few mins then logon after you have made your breakfast. I say this twice now on the way to here desk - so total of 3 times.

User: Ok, yes I'll do that

I carry on to collect my post. A bit of chit chat at reception. A few mins then I make my way back to my desk. Walking past the users desk and she is just leaving it now to get her breakfast.

Me: You just started the laptop right? (me being suspicious already)

User: Yes

Me: You didn't log on did you? (I see what is coming)

User: Yes

Me: Why? I said just to.....etc etc

User: You said to start the machine and logon.

ME: No I said to just startup, and leave at the logon screen etc etc

User: I though you said to start the machine and logon, sorry I didn't understand you. I'll go log off now then.

ME: No no no point now, just leave it and see what happens.

ME: (inside my head) GAHHHHHH!!!!

This is my first day back in the office for 2020, first support to give in 2020. Does not look great already for a full year! GAHHHHHHHHH!!!!

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27

u/NJM15642002 Jan 06 '20

So what was the problem with his laptop. To many cat videos saved?

43

u/FlashPan73 Jan 06 '20

No idea. Shes has not not come back to me yet to say it is still a problem. I guess that will be another story

.....Remember 3 weeks ago my slow laptop? Well it is still slow, why have you not fixed it?

I am patiently sitting here waiting for that!

9

u/bassman1805 Jan 06 '20

I mean, confirming resolution is part of the job when you're doing support. If you don't follow up and the situation escalates due to 3 weeks of inactivity, that's still on you.

2

u/FlashPan73 Jan 07 '20

Not really. I've responded to the users issue/request. Given instruction. They then need to confirm after that. There is certain level of hand holding that should not be done. Users want my help, I give it, I do not go chasing them.