Help Desks

Ok, here is a conversation I had with my local help desk. This is it virtually word for word.

When dialing the helpdesk, as you’re on hold, you enter your directory code which should identify you to the operator as a unique user, which is what I did.

Operator: Good afternoon, can you please confirm your dbDirectory number

Me: is that the number I just typed into my phone?

Op: Yes, sometimes it doesn’t come up on the screen

Me: OK, it’s 0619375

Op: Can you confirm your first and last name please sir

Me: Mark Hall

Op: What’s your telephone number sir?

Me: (sounding slightly irate) it’s 212 474xxxx

Op: That’s not what I have here

Me: Well what do you have there?

Op: I have 207 545 xxxx

Me: OK, that’s my old London number – on the 4 previous times I have called you from NY I’ve asked the operator to update my details, but surprisingly enough they never do even though they tell me they have.

Op: OK, I’m going to put you on hold for about 2 mins whilst I update your details, is that ok?
Me: Do I have a choice?

Op: Well I can just do it while you wait

Me: It’s ok, you can put me on hold

3 minutes later

Op: OK, Mr hall, How can I help you

Me: Well I transferred from London to NY 2 weeks ago and my home drive has just been remapped to a NY server. I was asked to log off and on again for the changes to take effect. I have been putting it off all day because I knew that when I did, it would screw up my PC… guess what?

Op: You’re having problems?

Me: Actually it’s not been too bad. I tried to log on and it told me that I did not have a roaming profile and would use a local profile instead. It booted up to windows and when I checked my drives I had lost my home drive, shared drive, apps drive and my local private drive. Also my email now won’t work due to having no H drive and none of my office apps work. IE explorer works though, so at least I could call you and quote my dbDirectory number eh?

Op: OK

Me: Well anyway, I mapped my home drive manually and it said access denied.

Op: Right. I’ll contact desk top services and ask someone to come to your PC and fix it up
Me: OK, thanks.

Etc etc… ticket numbers blah blah

15 minutes later my phone rings

me: Hello?

Dude (in extremely strong Indian accent): Hi, I am javid from desktop support. You need your computer tuning?

Me: What?

Dude: You want a computer tune?

Me: Not sure what you mean, what information were you given?

Dude: Just that you need a retune. Do you want me to rebuild your PC?

Me: NO!!! I just need access to my new home drive; hopefully everything will fit into place once that’s mapped. I have had a country transfer

Dude: OK, what is the pat?

Me: Sorry

Dude: What is the pat? It will start with two slashes

Me: Ohm the network path… ok

Etc etc

Then – I got an email with this

Hi,

I apologies, I missed the step of permissioning your account. Please re-boot and try again. Or map to it manually.
Regards,
“Bill Blogs”Operations - Americas Identity Administration Infrastructure ServicesArchitecture and EngineeringGTO Information Enterprise Services

Sigh oh sigh of sighs….