I have a deal with most of my users that if they have an issue to contact me directly (skip Tier 1 and skip their ticket bouncing all over). They can usually reach me though IM, email, or even the phone.
I reloaded the OS with a package of applications for one of our engineers the other day and I told him that if he was missing anything to let me know and I would install it for him.
He just sent me an email chain over the past few days bouncing back and fourth between Tier 1 and him - Tier 1 is refusing to push some SW to him.
So, why didn't he just call, email, or IM me to get the SW? I know his team needs it and I wouldn't have had an issue installing it on his computer.
I reloaded the OS with a package of applications for one of our engineers the other day and I told him that if he was missing anything to let me know and I would install it for him.
He just sent me an email chain over the past few days bouncing back and fourth between Tier 1 and him - Tier 1 is refusing to push some SW to him.
So, why didn't he just call, email, or IM me to get the SW? I know his team needs it and I wouldn't have had an issue installing it on his computer.
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