You Mean I Have To Be In Front Of The Computer To Troubleshoot?

I’m experiencing more and more ignorance from people calling the helpdesk. I think support personnel should be able to just hang up on people if they call to troubleshoot computer issues when they are not in front of their computer. What is it in a persons brain that actually believes that the person on the other end of the phone will be able to troubleshoot an issue on a computer in another room? Then at times when they are asked to go to the computer, you get a sarcastic tone or they huff and puff into the phone. Are you serious?

I guess it’s too much to ask a person to be in front of their computer with a phone in hand, ready to do some clicking. It sometimes seems as though it’s too much to ask to get a person to perform steps to fix the issue. It’s almost as though people expect that when they call and identify a problem, they somehow figure the problem will fix itself without any further participation from them.

People, if you’re calling a support line, be ready to be on the phone for a bit. You will have to do some work to fix the issue. It may take 5 minutes, it may take 5 hours. Either way, you will need to actually put some effort in toward fixing the problem along with your support person.