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IT support rant

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  • 07-06-2016 3:24pm
    #1
    Speedwell
    Registered Users Posts: 3,809 ✭✭✭


    Ok, so I'm seeing red with purple polka dots right now. I've been trying to fix a user issue that should have taken two hours this morning and has now taken seven. I have been remoted into the user's machine the entire time to try to resolve the issue, download a new copy of the database, you name it. I have not left my seat for anything but to go to the loo. I have had to start the download three times because the user's connection is faulty.

    Suddenly I lose control of the mouse. It's not the user. It's some other tech from a different company starting another remote session on the same user's computer using a different remote session tool. I was actually chatting with the user using my session software while the other tech was doing this, so they could see immediately that I was in a session. Nevertheless, they started clicking around and doing things that basically sabotaged everything I was trying to do.

    I typed in a window that I was upset that the other tech messed with my session without even telling me he was there or asking when I'd be done. The other tech's boss called my boss and complained. My boss told me I shouldn't have said anything in front of the client, but the fact was the client had already asked me what was going on and why this other tech was screwing with the computer. My boss apologised to the other tech's boss, and I'm still angry about that. FML.


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    #2
    L.Jenkins
    Moderators, Computer Games Moderators, Technology & Internet Moderators Posts: 19,240 Mod ✭✭✭✭L.Jenkins


    Who does the Client have an SLA with? Your Company or with the other Tech regarding the issue you're working on? When it comes to "downloading a db", are you using the remote client machine to do so, or are you downloading it and transferring it to the Clients machine?


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    #3
    BrokenArrows
    Registered Users Posts: 7,500 ✭✭✭BrokenArrows


    dont get me started on ****ty network connections. Had trouble downloading a 500mb database from a client once. It kept dropping and was painfully slow. Eventually the client just bought a usb stick and posted it to us. haha


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    #4
    Speedwell
    Registered Users Posts: 3,809 ✭✭✭Speedwell


    Itzy wrote: »
    Who does the Client have an SLA with? Your Company or with the other Tech regarding the issue you're working on? When it comes to "downloading a db", are you using the remote client machine to do so, or are you downloading it and transferring it to the Clients machine?

    I was trying to install database software on the user's laptop that he used from home at the request of the client (whose other employees are already users of that software). Their third-party help desk service has absolutely nothing to do with the software my company supports. They were trying to do something unrelated that was not requested by the user; neither I nor the user was even notified that they would be starting a remote support session (their support software does not evidently require the user to agree to the session). I was on the client's computer by appointment.


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    #5
    L.Jenkins
    Moderators, Computer Games Moderators, Technology & Internet Moderators Posts: 19,240 Mod ✭✭✭✭L.Jenkins


    Speedwell wrote: »
    ...neither I nor the user was even notified that they would be starting a remote support session (their support software does not evidently require the user to agree to the session)...

    I hate to side track the thread, but this carry on from an IT Company is dodgy as fuck. Creating a remote session without permission or prior notification could be a breach of privacy. Imagine that happens and the end user is watching porn :P


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    #6
    Speedwell
    Registered Users Posts: 3,809 ✭✭✭Speedwell


    Itzy wrote: »
    I hate to side track the thread, but this carry on from an IT Company is dodgy as fuck. Creating a remote session without permission or prior notification could be a breach of privacy. Imagine that happens and the end user is watching porn :P

    naah, I really needed the laugh at the end of a tough day, thanks :)


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    #7
    amen
    Registered Users Posts: 2,781 ✭✭✭amen


    Had trouble downloading a 500mb database from a client once

    zipit, password protect it and break it into 50Mb chunks and download the chunks.

    If the connection fails you only loose a 50mb chunk.


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    #8
    beauf
    Closed Accounts Posts: 22,651 ✭✭✭✭beauf


    You needed to get the customer to make the complaint. Not you.

    Also do it in such a phone or such so there was no record of you suggesting it.

    Because at the end of the day the customer should be controlling these interactions not support.


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    #9
    Speedwell
    Registered Users Posts: 3,809 ✭✭✭Speedwell


    beauf wrote: »
    You needed to get the customer to make the complaint. Not you.

    Also do it in such a phone or such so there was no record of you suggesting it.

    Because at the end of the day the customer should be controlling these interactions not support.

    The customer didn't know what was going on at all, until he asked me. I just needed to stop the other tech before they messed up the work I had spent five hours doing. The tech didn't stop. Now the other tech's company is on the hook to fix the issue they caused before I can return to the customer's computer and do the work.


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    #10
    beauf
    Closed Accounts Posts: 22,651 ✭✭✭✭beauf


    Even better. Sounds like a win win.


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    #11
    Speedwell
    Registered Users Posts: 3,809 ✭✭✭Speedwell


    beauf wrote: »
    Even better. Sounds like a win win.

    Well, not for the unfortunate customer.


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    #12
    beauf
    Closed Accounts Posts: 22,651 ✭✭✭✭beauf


    Well they need to get their act together then...
    Speedwell wrote: »
    The customer didn't know what was going on at all...


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