Aggghhh users!

I work on an IT helpdesk and I’m sure I’m not the only person in this field of work who gets this…

Almost every user thinks that issue they want resolving is more imporant than everyone elses, and that it must be done urgently. This really annoys me, especially when I am the only one in the office and I have people whinging and moaning about their problem. Okay, fair enough I am there to help them but my job is to log the call and help them if it’s possible for me to do so, but if I need to pass the call on to another engineer or team I don’t expect to be pissed-and-moaned at. There is an allotted time to get jobs fixed within and it is called a Service Level Agreement. There is a SLA for a reason and that is because we can’t do every bloody job at the same time!!!!

About the Author