Jenni's got bragging rights

[technical.angel]

I just got this email from my manager..

"In August we had a total of 1114 WOs. Of which you completed 281. The Helpdesk as a whole completed 994 of those WOs.

In Sept. we had a total of 807 WOs. Of which you completed 169. The Helpdesk as a whole completed 650 of those."

It was nice to read as I'm sitting here, staring at my phone, waiting for it to ring. The voicemail server is down, and I can't do anything about until tech support calls me back.

No lunch for Jenni..

[earl colby pottinger]

How many?

How many people on the help desk? If it is some thing like 10 people for example, you are doing far better than anyone at the help desk.

What are the help desk WOs for? One day I completed 27 WOs in less than 5 hours. All I did was open machines, replace fuses or reseated loose chips/cards.

If the help desk is doing all the easy stuff, of-course they look good. But what happens to their performance if they try to do the WOs that you have been doing.

I hope your manager is not turning sucky like my last tech manager.

[earl colby pottinger]

????

August 1114: you 281 HD 994 --- 281+994=1275 this is funny math!
September 807: you 169 HelpDesk 650 --- 169+650=819 Still not right!

Is the HelpDesk padding it closes?

[SteeleDragon78]

i think her numbers are part of the hds numbers. as in of the 994 closed cases she closed 281.

[technical.angel]

How many people on the help desk? If it is some thing like 10 people for example, you are doing far better than anyone at the help desk.

We have 11 people in the dept as a whole. In the helpdesk by itself, we have 3 people (including me) and a work study.

What are the help desk WOs for? One day I completed 27 WOs in less than 5 hours. All I did was open machines, replace fuses or reseated loose chips/cards.

150 (!!!150!!!) of Sept's numbers included ALL of the student laptops I've done.

My work orders can be, almost literally, anything.

Right now, in my open work orders, I have a work order that the voicemail server is down, that a student appears twice in the email directory, a computer is running slow, a phone is not showing it has messages when it should, a broken phone port in a res hall, someone can't get a online radio station to work, a student can't email someone (I'm pretty sure she has the wrong email addy), a staff member wants a second HD installed, a student can't get his xBox 360 online, a staff member can't watch a video someone sent him, a work study student needs to be set up on a computer, More broken ports, program installs, edits to the IT webpage, strange phone stuff that I don't understand nor do I want to deal with.., and a bunch of work orders for the toll free number.

That gives you a vague idea of what I do.

If the help desk is doing all the easy stuff, of-course they look good. But what happens to their performance if they try to do the WOs that you have been doing.

I hope your manager is not turning sucky like my last tech manager.

My manager sent it to me because she's proud of what I've done. In two weeks, I've gone from having almost 40 work orders to a nice little 19.

Since the helpdesk can't say, "This month, we replaced the core network switches." my manager decided to tell everyone how many work orders we've done, so we look spiffy.

Plus, later on, we're going to try to use those numbers to get ourselves a second tech down here. :: falls to her knees and begs to whatever deity may be listening ::

And, also, Earl, we have 4 sections in the dept, of which helpdesk is one. So, in August, the dept as a whole, completed 1114 work orders. 994 of those were completed by the Helpdesk. 281 of those were completed by ME.

[earl colby pottinger]

AAAAHHHHH!

Sorry, I read it as just the oppisite, thinking you boss was giving your grief.

It great that they are acknowledging the work you are doing. And yes I hope you get the extra help soon too. It was bad enough working in a service center, but when going on service calls I hated to try and solve some of the problems you listed.