Quote:
Originally Posted by padgett
It makes a lot more sense if you understand the tiers of a modern service desk (years ago I was essentially tiers 3 and thought crazy for publishing my pager number internally).
When you call a help desk, after an unreasonable wait you are answered by essentially a script kiddie. They have a published chart of questions and what they are allowed to answer. Above all they are not allowed to think, only respond. Often tier 1 is not even in this country.
With anything beyond what they can read on a computer screen you need to get at least to tier 2. Often asking to speak to a supervisor helps but they are often co-located with the script kiddies. Often an accent gives things away.
To really find out anything you need to reach a "specialist", often an engineer, but many systems are designed for you not to reach a specialist, questions can only be submitted. Your only hope is to make the question sufficiently specific to need an expert and request a call back. Caller-ID is great.
The point is that the specialists/engineers are usually working on things to make the company money and not to waste their time (often 10x the script kiddie pay) on a cost center like a service desk.
(let's just say that is why my web site is my phone extension - after a number of years of always answering the phone that way...)
Back in the day I had a rolodex of people mostly at suppliers & competitors who actually knew something. Worth its weight in platinum.
ps have spent a lot of time trying to find a contact at Yazaki with no luck so far. In this case I tend to broadcast for help even in unlikely places.
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Butler still providing great customer service but alot of out of stock stuff