Service Desk Inquiry

Today’s post is going to be about Service Desk. Most of you, may not understand this activity, but if you ever, contacted support for a certain product or company, we were the ones behind the phones that assisted you.

I hope most of the moments with the support are positive, and not will trigger bad memories at seeing this post.

The source of the images used in this post is Google Images.

Service Desk insights

The thing that most people don’t understand is the procedures. Yes, every company has a few procedures to follow, especially if you work within a corporation. Yes, we do need to have your full name and phone number, just in case the call gets disconnected.

You, as a customer need to realize that you are not the only person that we have in our database, and there are millions of people out there that are being supported by our company. This is why we need to identify you.

Tip: Starting to tell us the problems in a quick and fast motion from the beginning will not help, because until we verify your identity, the problem might advance and we will not be able to remember all the details.

Yes, patience is required. Even if we work with computers, it takes time to find a person on a list. We may not get your name right all the time, especially if your name is: Tiramunda Gonzales Picasso Alibaba Rajesh. But we will try our best to get it right, despite the language and cultural differences.

We need to know all the details of the problem. So questions like: when did the issue started, what were you performing at that time and more other information in regards to the product and the services are mandatory. Skipping them will not allow us to understand the problem and to apply the procedures for your case.

Yes, it takes time. Most of the procedures are long in IT and they cannot be resolved as soon as you finish clapping your hands. Outlook connectivity issues, VPN, and software re-installing takes time and your connection to the internet matters as well, as we are trying to connect from miles away.

Hello, hello? Are you still there? Of course, we are not going anywhere. Most of the customers get scared when they don’t hear us for a moment. We are humans as well, and do need to take a sip of water, blow our nose, or cough.

The most annoying time to ask the questions: Hello, hello? Are you still there? is when we try to explain to you a situation. Yes, we can hear you, yes the connection is good, please listen to what we have to say. It is important and it affects your product/services.

Saying: Yes, yes but you are not paying attention to what we are saying and keep doing things in your way. Not only this is affecting the communication between us, but the troubleshooting will not work and the issue will still remain unsolved.

Please avoid breaking dishes, walking on the motorcycle, using the drill, speaking with your colleagues and not paying attention to our questions, beating the kids or yelling at your wife while we are on the call. 

HIGH PRIORITY!!! We are already treating your problem with high priority, dear customer. We are assisting you and if the issue cannot be resolved from our end, a more advanced team will reach you as soon as possible.

Most of the problems that we escalate are complex and require a more advanced troubleshooting and a certain time frame for it to be resolved, especially if we are speaking about account problems.

No, we don’t know the exact time frame of when the team will reach you. Our teams work on specific time frames, from their location. Also, the time depends on their workload. Yelling High Priority will not escalate your problem faster, so please, wait as the other customers do.

We have colleagues from all over the world, with different nationalities language dialects. If the support does not speak English in your mother country accent, please don’t swear on the customer or make remarks like: The heck you are speaking English! And don’t yell like an idiot on the line. We can hear you!

If you understand the request and want to have your problem resolved quickly, don’t waste your time making the support’s life more miserable than it is. Most of us work on low paid salaries, and speak with 30 to 100 persons a day.

The last plead, to all the Karens out there, while we work from home, there is no Manager to escalate the problem. Maybe our mothers but they don’t speak English, so you have no chance.

Getting out of the comfort zone

Hello, my dear readers! It’s been, again, a few days since I have not posted anything. I think that since the H. Pylori post I stopped somehow from sharing my thoughts, felt like I was giving too much information. I did not have enough energy to continue and neither the time.

Today, I decided to come back, for one obvious reason, that I missed the blogging activity, and mostly, missed sharing my thoughts with you, out there, wherever you are.

Rough days going on

Changes in the food intake

I have to be honest with me, and to recognize that the past few days were not easy. I have started the treatment for gastritis and H. Pylori and further, decided to go on a regimen, cutting out the unhealthy, acidic foods that were causing more harm than good.

Sounds easy, right? Well, it is not. I am not smoking or drinking, but giving up on coffee was harder than I initially thought, as in the past I was drinking even up to 5 cups of coffee a day.

Initially, I considered that I would simply drink green tea to replace my morning coffee. Oh well, it took me 3 days to realize that I cannot function like a normal being without the coffee intake and that drinking green tea in the morning also harms your stomach (with a banana eaten prior).

In the end, I decided to have one small cup of Cappuccino per day, but doubling the milk portion. So far, so good, I have almost a week of drinking only one cup of this drink and it keeps me energized. Well, half of it, but it still works better than green tea.

I also managed to cut out on the unhealthy, acidic meals like fried foods, fast food, pasta, bread, apples, tomatoes, instant soups. Long story short, I only resumed at soups, dairy products, boiled meat, boiled vegetables, salads, bananas, and strawberries.

On Saturday, we went to the countryside, after a long quarantine and skipped a few healthy meals plus on Sunday I decided to eat a pizza and have an ice cream. Sounds great, but my stomach was down on Monday, I had gastric burns and high gastroesophageal reflux, basically I could not stand straight.

I got to say, I learned on my own skin that skipping meals, eating unhealthy foods, being stressed is not going to take you anywhere, and it is essential to attend all meals of the day.

Workplace emotions

As you know from my previous posts, I was working as a Service Desk agent at a corporation for more than a year now. I had a great team, exceptional people to share the good and the bad moments. I was happy with what I was doing and had faith that things will go the right way.

Last week, we have received the notice that our project will end this year and that we will have to focus on applying on new available posts and changing the jobs. The news shocked all of us, and made us think, what will we do?

With the help of my manager, I decided to take responsibility and apply to one of the available jobs. I had applied for another post prior, and did not make it through, unfortunately. The refusal affected somehow my hope, speculating that maybe I will never advance in the company, and that my work is not being taken seriously.

Despite my thoughts, I have won the contest and I am a part of a new team, of a higher level that will help me progress in my career and will offer an assurance that tomorrow, I will still have a job.

Don’t get me wrong, I am happy with my career advancement but it all arrived as a shock, to me and our team. I cannot believe that yesterday we used to be a co-operative team, worrying for one another and supporting ourselves, and today we have to separate all the ties that got us together in the first place. If we won’t life will do it for sure.

It’s being said that we only have in our life the persons that we need for a certain amount of time, when we are down and require their positive energies. This team helped me heal my wounds, forget about the negative past encounters, and stood beside me, helping me to improve.

They were real friends and amazing colleagues, and I will always be thankful for their presence in my life, no matter what. They were God’s beautiful present for that time.

Conclusions

At the end of the day, we have to realize that it’s important to get out of the comfort zone, even if that means giving up on what was yesterday. We have to be honest with ourselves, recognize what we want, and take risks.

Sometimes, it is good to find ourselves in uncomfortable situations because it is in finding our way out of such difficulties that we learn valuable lessons. It’s time to stop being afraid of what could go wrong, and think about what can go right.