Do you look after your own or treat everyone equally?

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I needed my profile added to the wireless group to gain access to the wireless...

As i almost always clear my calls within a reasonable amount of time, then i normally login the allcall group (every dept of IT) and help clear those calls aswell, obviously the ones that i can do...

what i have noticed that the quite a bit of calls are outside their SLA, some have a reason and have been put on hold and there is a scary batch of them that are been sitting there without a call from IT back to the user... Not good at all (...and that includes people working in IT support!)

When i created a call myself, i told the assigned team, who i was, what i do and why i required access...

Here me thinking, i'll probably get a call/email back in like 2 weeks time, my mobile rings like half hour later, saying they had added me to the group.

Wooo hooo, i have Wireless access!

..but thing is, why did my call get completed super fast and other calls are left waiting for a very long time?

Does anyone know?

 

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Sure thing, I sort things out for folk in my department faster than the button pushing chimps in our business unit. The main reason for that is the chimps will send an email or raise a ticket in our call logging app, whereas the IT lads will just come over to my desk and ask!

 

there are a lot of calls doing similar where I work, a lot seem to hang around with desktop guys... I often think its more of a manpower issue as opposed to anything else

a lot of the calls could be done at our end if they gave a little more training to some of the other guys (I feel competent at most of these issues already)

I think aswell sometimes it takes away a bit of their 'immortality' ;)

if a user needs a password reset I often just do it their and then and dont arse about logging it etc etc.. luckily I have the admin rights but a lot of our day shift cant even do AD stuff as they tend to feck it up hehe (thats why they get monkeys.. the money sucks)

another issue I have is the anal attitude and total focus on stats!!! my argument.. did the call get resolved? was it within sla? was the user happy? if yes then sod off and moan at someone else