Cable Forum - View Single Post - NTL is call centre with longest wait in Mirror test

25-09-2004, 08:57

Part of the job in tech support is to be able to deal with people on all levels.

Techies need to lose the "well you called us for help" attitude.
Many people call them because oif they dont they wont ever get anything fixed. This isnt just aimned at NTL, its aimed at all helpdesks.

Yes we do get calls that are amusing.
I had a printer engineer call me up on the 1st line support desk asking how to set up IP addresses on a printer.
I've explained to users that in order to retreive emails from the server they need to be connected to the "internet".

But all helpdesks need to drop the superiority complex they ALL seem to have.
After all if we were that good we wouldnt be bloody working in First line support would we?

25-09-2004, 08:57	#190
timewarrior2001 Guest Location: Teesside Services: Evilness Posts: n/a	Re: NTL is call centre with longest wait in Mirror test Part of the job in tech support is to be able to deal with people on all levels. Techies need to lose the "well you called us for help" attitude. Many people call them because oif they dont they wont ever get anything fixed. This isnt just aimned at NTL, its aimed at all helpdesks. Yes we do get calls that are amusing. I had a printer engineer call me up on the 1st line support desk asking how to set up IP addresses on a printer. I've explained to users that in order to retreive emails from the server they need to be connected to the "internet". But all helpdesks need to drop the superiority complex they ALL seem to have. After all if we were that good we wouldnt be bloody working in First line support would we?