Targets! Targets! Targets!
I had come in extra early today to ensure that I was well prepared for my first escalation job since coming into the new account. Unfortunately, things started to get out of hand after lunch. I really regretted going for the first lunch.
I was getting updates and there was this one particular call which I need to escalate to the onsite engineers first as the user is a gold user. At that time, there were 2 calls coming in. I was online with an engineer and as the shout of "Q call" came around, I turned to look at who was around. There were only me, Katak, si kecik and another colleague. The others were not around. Later on, came up one spicy message for everyone from the assistant :
"I want to take this opportunity to HIGHLIGHT this piece of info again...(since we hv Shan & Ida here)
1) Escalator of the day WILL HAVE/NEED to pick up Queue calls if necessary ... escalations to be HALT 1st.
2) Emails/ Vendor tracking - Group lead to take note.
I remember clearly, vendor tracking procedure v1.6
"Ensure that at least two of the members in each group is in "Auto In" status when doing tracking." (Often, i see all AUX at the same time) and oso if got queue calls, emails/vendors tracking has to be halt too.
3)Talking to onsites/Vendors/2nd lvls on white phones or call master....can always call them back ... pick up Queue calls 1st ... all calls must be pick WITHIN 3 rings ... if not consider FAIL.
TQ!"I know that msg was targetted at me as I was the escalator of the day but USE YOUR HEAD WOMAN .. USE YOUR HEAD .. WHERE ARE ALL YOUR DARLINGZ WHEN THE CALLS COME IN??!! Today is just my first day of escalation and you already start picking on me. Maybe you should answer calls instead of just sitting in front of the internet PC and configure whatever there is to configure. Isn't YOUR Q CALL MORE IMPORTANT??!!! I see you chatting on MSN all the time even though you claim you are busy doing jobs done by a leader. You show your most sucky and irritated face when you have to help out in answering the Q calls and you NEVER follow up on your cases. Everybody
MUST BE perfect in doing their jobs. You know why your darlings can answer so many calls and do their vendor checks so fast? THEY NEVER DO TROUBLESHOOTING AND EXPECT YOUR ENGINEERS TO DO THEIR BIDDINGS. Of course, you claimed we take too long to do our troubleshooting. Do you know in NOKIA, we're expected TO SOLVE problems on the spot? This is what I call true technical helpdesk. Onsite engineers have better and more important stuff to do, you know! Not do stupid biddings of stupid users and helpdesk agents who do not know their responsibilities.
I wonder how one will develop their technical skills by being a helpdesk agent who only answer & log calls without any troubleshooting. I do not want to remain that way all my life. I had plans after my confinement period and with the extra 1 month maternity leave, there's just so much to achieve. My CCNA. MCSE. Lotus Notes SA certifications. I will do it. Insyallah.
