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So an engineer was sent out, with ear buds and some rubbing alchohol. 3 days later on (all within SLA;-RRB-) Likewise found out about somebody from the Premier Assistance (appearance aftr the bigwigs/vips) getting called out to get rid of a wasp from some VP's office. I think he selected up a copy of a tabloid en-route and beat the poor person to death (the wasp that is).

Had a good laugh about that a person. * apparently the term user made 'everybody sound like they had drug problems', when I suggested that it didn't sound like that to me, and asked what that said about the incumbent head of's personal practices I was asked to leave the meeting:-LRB- Existing place - mysterious infection sprung up, over and over once again.

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The facilities guys honeypot makers were getting hammered though (VMWare, incoming stuff just!). Some thorough tracing resulted in an office in some godforsaken town somewhere, whilst attempting to find someone on site who we could ask what the hell they were doing it became apparent that stated office had actually been closed some 6 months before.

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Somebody in the office who had actually taken control of had obviously found it and was trying to get some sort of connection on it. And when I state switch, this wasn't some netgear shit that cost 20 from ebuyer ... I comprehend that big public dealing with assistance desks have to have what is tradionally a first line (ie call loggers, working from a script that is unbendable and is required to confirm to analytical requirements) any company with a limited user base of internal clients truly require to review what they desire from their helpdesk.

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Essentially when customers ring they get someone who is 2nd line. Source , call times drop to next to absolutely nothing, consumer complete satisfaction is up and normally things work. Naturally this needs a more relaxed mindset towards the frontline staff, less of a concentration on performance metrics and more of a concentration of 'softer' targets like consumer satisfaction.