Actually just had this conversation with my superior (I work on a help desk and this guy has worked here for at least a decade)
Me: I swear J is helpless. He just called up asking how to find PST files. Isn’t that basic HD knowledge? Shouldn’t he have helped people with that a time or two or at least enough to remember how to find files?
Him: You guys continue to send him to support thing you know that he wont do correctly or will call back and make us look bad on them. Why don't you only send him to do hardware installs? Monitor fixes etc.
make him do ALL the CD burns and PW changes
Me: We shouldn’t have to filter out which calls he goes on. He should be competent enough to handle 75% of the calls we get (and that is being generous) instead of just being a warm body that does tasks that even an intern would be capable of doing without training.
Him: and he is not so............................................
Me: So, why the heck is he still here? there have been several HD people who have been removed from here for less.. Sorry I am complaining, its just frustrating that someone can actually be so much of a drain on productivity and not be management by now
Him: he is a GS-__
they were not
Me: Perception = reality I know. but when customers call up asking to speak with anyone but someone in particular you know there is a problem. Not to mention hearing "I spoke with J earlier and he couldnt fix it" (with no troubleshooting done or things are worse because he blundered around on it. No documentation either)
Me: I swear J is helpless. He just called up asking how to find PST files. Isn’t that basic HD knowledge? Shouldn’t he have helped people with that a time or two or at least enough to remember how to find files?
Him: You guys continue to send him to support thing you know that he wont do correctly or will call back and make us look bad on them. Why don't you only send him to do hardware installs? Monitor fixes etc.
make him do ALL the CD burns and PW changes
Me: We shouldn’t have to filter out which calls he goes on. He should be competent enough to handle 75% of the calls we get (and that is being generous) instead of just being a warm body that does tasks that even an intern would be capable of doing without training.
Him: and he is not so............................................
Me: So, why the heck is he still here? there have been several HD people who have been removed from here for less.. Sorry I am complaining, its just frustrating that someone can actually be so much of a drain on productivity and not be management by now
Him: he is a GS-__
they were not
Me: Perception = reality I know. but when customers call up asking to speak with anyone but someone in particular you know there is a problem. Not to mention hearing "I spoke with J earlier and he couldnt fix it" (with no troubleshooting done or things are worse because he blundered around on it. No documentation either)