So this just happened. I got a call coming from Another Client, at whom some employees of The Client sometimes work. Caller explains that Luser needs to have her password reset for <ClientNet>.
Luser, it transpires, is a Big Shot Manager-Type, whom we do sometimes get calls about to resolve various issues, and as with this call, the calls are made by underlings. We at the IT Service Desk do our best to help the callers fix the Big Shot Manager-Types' issues.
However, this is a password reset that Luser needs assistance with. Per security policies, I can't work with Caller about it, so I explain that Luser needs to call it in herself. Caller understood, and had hoped that we would call Luser back to assist her. I commiserated, but stated again that Luser should make the call for her password reset herself.
Sorry, but no, we get too many calls, even at this time of evening, to play phone tag like that.
Luser, it transpires, is a Big Shot Manager-Type, whom we do sometimes get calls about to resolve various issues, and as with this call, the calls are made by underlings. We at the IT Service Desk do our best to help the callers fix the Big Shot Manager-Types' issues.
However, this is a password reset that Luser needs assistance with. Per security policies, I can't work with Caller about it, so I explain that Luser needs to call it in herself. Caller understood, and had hoped that we would call Luser back to assist her. I commiserated, but stated again that Luser should make the call for her password reset herself.
Sorry, but no, we get too many calls, even at this time of evening, to play phone tag like that.
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