Helpdesk Users

[lynni]

u know these people who 'you support' are they office workers and such, or do u support people who buy a computer for home usage as well? cos i know this exists, we had a number to call when we first got our computer... Is there a difference between the two? Does either one have a lesser mental ability?

[G4Z]

well, Ive done both kind of work, I used to residential support for BT ADSL. I spoke to some turly stupid people doing that, I swear the amount of people that cant follow simple instructions is unreal. here is a typical example...

me : your username is firstname.lastname@btbroadband.co.uk
user, ok do i click connect.
me: yes there is no password
user that gives me 619
me : ok what did you type in?
user: fred.bloggsatbtbroadband.com

slaps head!

wouldnt care but you only have to watch TV these days to here the word at refer to @ in an email address or sommat.

I am currently working at a hospital doing 2nd line stuff and installations. I actually had a user argueing with me that she needed a floppy drive in her new PC because she wanted to store all her info on floppys, I of course pointed out the error in her ways and said I could sort her out a network drive. she told me noway because she doesnt trust IT to not read her confidential information stored there and its very sensitive data... I explained that in this case the data protection act would probably require this information to be held more securely than floppy and the netwrok storage was the best solution becase we obviously back up all the information on the server. she just wouldnt accept it... thought she knew better... fool just let her get on with it, u just cant argue with stupid people.

[Stoo]

nope, they drag you down to their level and beat you with experience

[Blub2k]

The thing is that as helpdesk people we are used to people not having a clue about pc's, it is our job to help people with pc's and complicated stuff all the time. The thing is that some people just leave their logic outside the room when they enter a room with a pc as they "know absolutely nothing" about pc's, the fact that the keyboard is the same as on a typewriter or that they use the same cd's every day in the stereo at home etc seems not to matter, once they are in a room with a computer they forget their familiarity with everyday objects just because they are in a computer context, this is what makes me annoyed/laugh. just my 2 cents.

[Richie]

Yes, its NOT the lack of IT knowledge that gets most ppl annoyed, its the lack of common sense and the confusing way that when ppl call any support line they revert to children and have to be spoon fed EVERYTHING

[Nox]

ho hum, my favorite, though few years old now:

>Hi, I understand you've put a CD in your computer and cant get it out now.

>> Yep, its not coming out.

> Have you tried pushing the little button on the CD drive?

>> There isn't a button. Oh hang on... Now my screen gone blank

> hmmm, did you press the CD drive button or the on/off button?

--long pause--

> its ok, try pressing the cd eject button now

>> where is it again?

--at this point I remember last time i went to see this person, they didn't have a CD drive...

> hang on, tell you what, i'll pop up.

I stroll upstairs, they have only put the CD between two 5 1/4 blanking plates...

Nox

[Richie]

Quick example of the lack of "common sense" bit I mentioned. Real example thats happened -

.....

Me - Can you go to the Options menu

Them - Is that the Email Settings menu ?

Me - No, its the one that says Options

.....




THATS what I am talking about

[Stoo]

Yup, it's like they've suddenly left their brains at home.. makes you wonder how some of them made it into work in the first place.. "oh no.. a door! not seen one like this.. Help!"

[Lord Kordir]

Heheh, didn't realise how many support people there were on here. Sat at work right now (probably being monitored, heheh )

Me: If I can just get you to right click on 'My Computer' please
Cust: Erm, ok......
Me: You should now see a little grey menu appear
Cust: Nothing's happened, the screen is still the same
Me: Right then, just to confirm, you need to RIGHT click
Cust: Ok I'll try it again
Me: You see the menu now don't you?
Cust: Still nothing
Me: Hover the mouse point over the 'My Computer' icon and RIGHT click on it. We'll try it once more
Cust: Ok
Me: Anything?
Cust: Still nothing
Me (getting very annoyed by this time) : You have RIGHT clicked on the mouse whilst hovering the pointer over the 'My Computer' icon haven't you?
Cust: .......oh the MOUSE??? I didn't realise you meant the mouse, I was typing R I G H T C L I C K with the keyboard.......
etc etc.....................

The conversation went downhill from there

[daniel_owen_uk]

I like the useless parent syndrome,

"I have this cd I want to install on my pc, could you do it for me"
"no"
"why not?"
"because its an idiot proof cd"
"well could you watch me so I dont do anything wrong"
"if I must"
(screen reads, If you would like to install this product please click next"
"what do I click?"

I agree that there are some folks that just aren't technically minded, but there is a difference between that and being just plain thick.