A little HellDesk clarification for users and staff
If you’re a helldesk analyst, you’ll understand what I’m saying below… If you’re not, well, keep reading anyway, you’ll probably learn something.
90% of our calls are normal, everyday, run of the mill, simple one line answers. These calls will normally start with “I know this probably is a stupid question…”
Yeah, you know who you are.
If you are seasoned in the ways of the helldesk, these calls won’t really bother too much except for having to pause the game or video for a moment. For those that aren’t as seasoned, they’ll usually shake their head in frustration, throw up their fists, silently curse the caller under their breath and wish for an early death or a meteor to strike near by so they can go home early.
If you happen to be one of these callers, don’t worry, we understand that you need to ask the question. The problem begins when you ask it over and over and over and over again.
We can field these calls easily without missing a moment from the game. We’re used to those types of questions and answering them, for us, is second nature like breathing.
However, if you are one that has a helldesk list a mile long full of repeat issues, do yourself a favor… BUY A TYPEWRITER or if you are in the position of authority, yup a manager, don’t worry yourself with systems you don’t understand. If you can’t understand how to copy and paste after being told 15 times… I’m sorry, you’re too stupid, please go back to pencil and paper.
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