Background: I work Tier 1 Service desk outsourced to $Energycompany, and most of the time it's a good experience with friendly Users, however, you do get the odd person who just wants to ruin someones day.
Disclaimer: I have nothing against Americans, it just so happens that the Americans who come over to the UK to Work for $Energycompany seem to think they can bully us into doing whatever they want. I really hope this isn't common practice in the USA.
Phone Rings
$me: Hello you're through through to $me on the IT service desk, can i take your surname or Reference number? $User: It's <indecipherable noise> from <indecipherable noise> team at $site $me:... could i get your surname please? $User: Sighs angrily it's $User $me: ok, if you bear with me a second i'm finding you in our system, ok, there we go, what can i help you with today? $User: Please reset my password i can't log in $Me: what error message are you getting? $User: account is locked $me: ok that's not a problem, i'll just take a look at your account... Unfortunately your account isn't showing as locked, When did your account get locked? $User: I don't know i just locked my computer then when i came back from lunch and i couldn't log back in
Not an unheard of issue, so i asked her to do the usual
$me: ok, could you please shut down the workstation then start it again and try and log in? $user: That won't work, reset my password.
Now, we're up for a rebid at the minute, so i'm not particularly argumentative with users if they're being idiots these days.
$me: That's not a problem do you mind if i ask you some security questions? $User: silence $Me: I've just checked our security database and you don't seem to have security questions set up, do you have a college round about you who has security questions set up?
Now, i'm going to point out there was a lot of office background noise coming down the phone.
$User: What? no, there's no one
$me: There's no one around at all?
$User:There isn't even someone sitting in the two desks beside me.
$me: Unfortunately i cannot reset your password without verification.
$User: look, i'm only going to be here for another two months, so..
$me: try shutting down the workstation then starting it back up again and logging in
$User: How would i even do that, i can't log in. Do i press the power button on the hard drive?
$me: remembers TFTS post, takes a deep breath Yes.
User reboots workstation and experiences the same issue
$me: Unfortnatly i'm going to have to advise you to attempt to log into the workstation again in 10 minutes, and if that doesn't work call us back.
phone is slammed down
$me: Turn to $beardedtech Damn she was rude.
$bearedtech: looks at User ID Oh yeah, her, i got her banned from calling the service desk months ago, she a realy piece of work, you got of lightly.