Helpdesk hell: your reader comments (part 2)

Last week we wrote about some of the tales of helpdesk woe that plague the put-upon desktop support teams and customer service staff the length and breadth of the country (www.silicon.com/a55051 ).

We asked the question: "Are people really this stupid?" - and it seems you think they are.

Below are a couple more gems from the helpdesk front lines, followed by a few hints on reducing the idiocy quotient among your company's hapless users or customers. Hope they help...

Strong whiff of software
By Christopher John Down

About 10 years ago I was working for a CAD software company. A young lady called our company help desk with a problem. I took the call and she explained that she was using our software when she noticed a strange smell. Intrigued I asked her to describe it. After a short delay she came back with the reply: 'Rather like my brother's train set... but stronger.' Luckily I managed to get her to unplug her rapidly combusting computer before the damage was any worse a ruined beige box.

That's what yer right foot's for...
By J McPhail

Some years ago now while I was out in the IT support field, an elderly user who had made great noises to get a new PC was today getting her new PC installed. I duly unboxed, plugged in and switched on the system. As the user was not around when I was in the office, I decided to return an hour later to find her stamping on and manoeuvring the mouse around with her right foot.

When asked `What are you doing ?` she replied that she thought the little contraption (mouse) was a speed control as it reminded her of the little gizmo she puts on the floor for her SEWING MACHINE.

The best ones are true and this one really belongs to me, folks.

Needless to say, this experience left me with the need to change the old corduroys.

Being over-helpful is a common fault
By Simon Coulson

In my experience some users don't have a problem learning how to do the basics, they just have a view it is not their job. To the point where I used to get calls because the printer wasn't working - largely because it had no paper in it!

My solution has been simple and so far effective. I am always happy to help with even the simplest task. But if I have to show someone a second time something that any reasonable person would expect to do for themselves, then I tell them I don't want calling again for this problem.

If they need notes then take them while I am there and I also won't do the task for them. I will stand there and tell them exactly what to do. This way they have made all of their own notes and performed the task themselves.

For the very few that persist beyond this I have found a little embarrassment a great incentive to learn.

I will also remove everything from their log-in that they do not require. This covers everything from removing card games to preventing them changing their own desktop. The fewer things they have access to the less likely they are to break things (this is good practice anyway).

Sometimes it is best to be a little inaccessible to some users. They often call because it is easier than reading the instructions on the screen.

Those who used to view the computer systems as nothing to do with their jobs now realise that they form an integral part of their job and if they cant use them they need to do something about it. I frequently just wander around the building because I have encouraged the staff to ask me about things. This wandering has headed off a lot of problems, mainly with those who think they know what they are doing. It's kind of a continuous informal training scheme. Working a treat so far.