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Our company helpdesk has a not-great reputation; the onsite techs are great, but Tier 1 is...ugh. They changed helpdesk stuff around in May, and not for the better (one of many problems is that you now have to go through 3 additional layers of irrelevant IVR menus to get to what was near-immediate previously).
The in-house software that my department uses has been inaccessible on my primary computer since Wednesday. It had been giving us sporadic minor issues for about 2 weeks additional, but those could be worked around and weren't worth opening a ticket. Finally some update or another (probably related to Patch Tuesday) actually broke something big.
Wednesday: I notice something's really wrong when I first log in on my computer and it loads properly for maybe 3 seconds (not even enough time for me to view a pending order, just see that there is one live) before "Unable to contact server". Uh oh. I log in upstairs with no problem and haul ass to complete the open order, then call the Helldesk to open a ticket. get a callback, we go through all the troubleshooting steps I already tried. The ticket gets escalated until...
...midday Thursday with no resolution, I discover that the ticket has been closed because they tried to call on Wednesday evening (long after I'd left) and either nobody picked up the call, or someone did but did not relay it to a manager. I had advised all the managers about what was going on and told both the agent and all the CSDH's that a callback could be given to any of the managers if I wasn't available. I call again and reopen the ticket; I couldn't get an answer as to why it had been closed with no resolution. Again I tell the agent that they can speak to any of the managers if I'm not available.
The truly odd thing about this debacle is that the issue is only with this software on my specific computer on the salesfloor. The same program up on the office computers works fine, but I have to run upstairs each time an order drops, and printing the labels takes an extra step or three.
Friday morning with no fix, ASM calls the Helldesk with the ticket number to check on the status...only to learn that that ticket had also been closed when they tried to call the store after I'd left for the day. Same thing on Saturday.
Yesterday was awful, with orders dropping fast and furious and my job was made worse by the fact that it took twice as long to print the paperwork. And I was also forced to handle Insta and pickups on my own.
A tech finally showed up today; the front end had some more equipment failing so I guess the company decided to sit on a pile of tickets until my store had what they considered a decent amount...my ticket was probably the most critical of them all.
The tech reimaged my PC three times, and the issue persists. I brought up the idea of temporarily swapping my computer out with the known-good one from upstairs; if that one worked, it would confirm a hardware failure (my PC is in a locked drawer under the printer which accumulates a LOT of dust; the other units are out on desks with good airflow). No, can't do that, "it's too difficult".
This damn well better be fixed before the end of the month...
The in-house software that my department uses has been inaccessible on my primary computer since Wednesday. It had been giving us sporadic minor issues for about 2 weeks additional, but those could be worked around and weren't worth opening a ticket. Finally some update or another (probably related to Patch Tuesday) actually broke something big.
Wednesday: I notice something's really wrong when I first log in on my computer and it loads properly for maybe 3 seconds (not even enough time for me to view a pending order, just see that there is one live) before "Unable to contact server". Uh oh. I log in upstairs with no problem and haul ass to complete the open order, then call the Helldesk to open a ticket. get a callback, we go through all the troubleshooting steps I already tried. The ticket gets escalated until...
...midday Thursday with no resolution, I discover that the ticket has been closed because they tried to call on Wednesday evening (long after I'd left) and either nobody picked up the call, or someone did but did not relay it to a manager. I had advised all the managers about what was going on and told both the agent and all the CSDH's that a callback could be given to any of the managers if I wasn't available. I call again and reopen the ticket; I couldn't get an answer as to why it had been closed with no resolution. Again I tell the agent that they can speak to any of the managers if I'm not available.
The truly odd thing about this debacle is that the issue is only with this software on my specific computer on the salesfloor. The same program up on the office computers works fine, but I have to run upstairs each time an order drops, and printing the labels takes an extra step or three.
Friday morning with no fix, ASM calls the Helldesk with the ticket number to check on the status...only to learn that that ticket had also been closed when they tried to call the store after I'd left for the day. Same thing on Saturday.
Yesterday was awful, with orders dropping fast and furious and my job was made worse by the fact that it took twice as long to print the paperwork. And I was also forced to handle Insta and pickups on my own.
A tech finally showed up today; the front end had some more equipment failing so I guess the company decided to sit on a pile of tickets until my store had what they considered a decent amount...my ticket was probably the most critical of them all.
The tech reimaged my PC three times, and the issue persists. I brought up the idea of temporarily swapping my computer out with the known-good one from upstairs; if that one worked, it would confirm a hardware failure (my PC is in a locked drawer under the printer which accumulates a LOT of dust; the other units are out on desks with good airflow). No, can't do that, "it's too difficult".
This damn well better be fixed before the end of the month...
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