* Posts by GordonP

1 post • joined 11 Feb 2009

You did what? The trials of supporting remote users

GordonP

Turning the tables for a change...

I'm a developer who's also worked as a TME in a previous life, so I can sympathise with IT support. One time, working for a large corporate (who shall remain nameless), the intranet went down. I checked with my local colleagues - yep, definitely not my PC, everyone is affected. I checked with a colleague in another country - same thing her end. So the intranet world-wide for a major company had apparently gone down. I expected alarm bells would be ringing somewhere and that IT support staff would likely be panicing and chasing through patch-panel cables etc., so I left it 30 minutes. But half an hour later, still no intranet. Right, time to phone IT support....

"Ah, hello sir", said an Indian voice (starting to get a sinking feeling in my chest at this point already).

"Yes, I'd like to report that the intranet is down.", I replied.

"So, which office application are you having trouble with?", continued the Indian voice.

"Uh... I'm not. I'm calling to report that the intranet is down, world-wide!", I said in a direct and clear voice.

"So, are you saying that you are having problems with Word?", he continued.

"No, the intranet is down! This is quite important. It's affecting staff world-wide.", I repeated, now really starting to loose hope.

"Ok, thank you sir.", he replied followed by a pause.

Brilliant I thought, it's finally got through to him and he understands.

"So what exactly is the problem you are having with Word?"

<click>

... so let's not be too damning about the kernel load known as "users".

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